It Manager Service Desk

It Manager Service Desk

Randstad Portugal

It Manager Service Desk

Detalhes da Vaga

Randstad Shared Services works to provide unique professional development for Shared Services Centers and to help our clients look for talent in different areas such as finance, IT, contact center, HR and marketing.

Randstad was challenged to develop a new shared services center for a leading multinational in its field.

descrição da função/job description
Purpose of the role:

To manage global service desk processes, define and deploy internal SLA's. This person will work very closely with IT managers in regions to ensure global standards are implemented in sites.
Main activities:

1. Establish service desk culture, includes defining and building the model
2. Work with external partner or delivering efficient Service desk, including SLA's, incident forensics, improvement actions
3. Work with regional IT managers and their teams to deliver 2nd line support according to agreed SLA's
4 Support BA teams in delivering agreed SLA's for business
5. define/build/implement/follow escalation procedures
6. Prepare monthly reports about Service desk performance

What you need to apply:

- Minimum 5yrs on similar position;
- Bachelor's Degree or equivalent related experience;
- Team management skills;
- Experience in management of external partners;
- Solid technical background with an ability to give instructions to a non-technical audience;
- Customer-service oriented with a problem-solving attitude;
- Excellent written and verbal communications skills;
- Previous work experience as a Help desk manager is a plus;
- Perspective
- Customer Focus
- Motivating Others
- Priority Setting

What you´ll get:
- Integrate a renowned company in a multicultural environment
- Good salary and benefit pack to be agreed upon experience showed on interview

para se candidatar/to apply

Fonte: Tecnojobs



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