Service Desk Manager
Poznań Service Desk Manager
Poznań
NR REF.: 1103424
Your new company
ComputaCenter- Europe’s leading independent provider of IT infrastructure services located in PoznaÅ„
Your new role
Responsibilities:
What you'll need to succeed
What you'll get in return
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Poznań
NR REF.: 1103424
Your new company
ComputaCenter- Europe’s leading independent provider of IT infrastructure services located in PoznaÅ„
Your new role
Responsibilities:
- Provide a secondary point of contact for escalations, issues or complaints for a contractual services team
- Provide a single point of contact for assigned integration activities, or expansion of services
- Responsible for execution of the Service (continuous) Improvement Plans
- Support the Team Leaders via coaching and mentoring
- Support the Team Leaders by setting business objectives and targets Identify and develop talents within the organization
- Share good practice processes and successes with the operational teams across the centre
- Management of escalations as per the company escalation matrix
- Management of Service Desk Forecast against agreed budget
- Ensure that service delivery is within agreed service scope
- Responsible for commercial compliance i.e. KPI deliverables
- Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
- Supportcost reduction initiatives within the Service Desks
What you'll need to succeed
- The ability to demonstrate an in-depth knowledge of all aspects of technical helpdesk/service desks. Experience of leading and managing a customer service function within a large organisation.
- Experience in managing IT Service Desk Client driven SLA’s as well as internal KPI designed to drive productivity and efficiency
- Previous experience of managing a team of 40+ within a larger staff environment
- Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers account teams and staff
- Demonstrate knowledge of people and operational management issues
- English fluent, German nice to have
What you'll get in return
- Challenging career in an international organisation which puts areal emphasis on respecting individuals, and building strong, supportive team
- Competitive benefits package: holiday entitlements, life insurance, medical and a flexible-benefits scheme
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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