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Service Desk Manager

HRK S.A.

Kraków, małopolskie

HRK S.A.
- Rekrutacja prowadzona online -

Our client is an American company from the technology sector. Due to building its new structures, we are looking for Service Desk Manager who will be responsible for managing the performance of Level 1 Service Desk support to internal clients and ensuring that service levels are achieved.

Service Desk ManagerMiejsce pracy: Kraków

Key Resposibilities:

  • Manage and provide IT Service Desk support to users within the organization for computer, application, access and hardware issues.
  • Oversee all user incidents and requests. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
  • Monitor and manage phone queue, participating in escalated calls as needed.
  • Train, coach and mentor Service Desk Specialists including career development. Oversee staff activities andshift planning.
  • Establish Service Desk Standard Operating Procedures.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver new solutions.
  • Provide data and reporting of KPIs and trends weekly, monthly or as needed

Knowledge and essential skills:

  • Fluent in English.
  • 2+ years of experience managing small to midsize IT teams.
  • Advanced knowledge of help desk operations.
  • 3-5 years of work experience with Microsoft Windows desktops, virtual desktops, servers and networks.Strong proficiency in Microsoft Office Suite.
  • Ability to motivate and direct staff members and subordinates.
  • Effective organizational and planning skills and ability to prioritize work on multiple projects with high attention to detail.

We offer:

  • Opportunity to co-create a new Service Desk team.
  • Possibility of work for the largest clients from global investment markets.
  • Chance to be part of a high growth business where the team is able to develop new businesses.
  • Social benefits: Multisport card, life insurance, private medical care, parking place.

 

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