Service Desk Manager
il y a 3 semaines
2 days ago Be among the first 25 applicants
Looking for a job where you can both shine in your IT skills and make a difference to other people? Then you have come to the right place
Advanced Service Provider (ASP) has existed for more than 20 years, we are a growing and dynamic IT company with about 50 employees. We provide IT managed services to our clients with a select range of solutions. Our clients include Pluxee, Brussels Airlines, Interparking, Trafic... We provide IT infrastructure, server, storage, networking, and cloud solutions. In addition, we are an official implementation and consulting partner of ServiceNow.
Currently, we are looking for a driven Service Desk Manager to join our team to serve our existing customer.
The job content itself:
Define Service Level Agreements (SLA's) & Monitor performance:
- Develop and implement Service Level Agreements to align service providers with customer expectations.
- Track service performance metrics against SLAs and key performance indicators (KPIs).
Modern Workspace Management:
- Oversee and optimize modern workspace solutions to enhance employee productivity and collaboration.
Vulnerability & Patch Management:
- Manage and oversee vulnerability assessments and ensure timely patching of systems.
- Lead problem management efforts and create root cause analysis (RCA) reports for service disruptions.
- Manage the life-cycle of operating systems, ensuring compliance with upgrade and support policies.
- Coordinate the response to major incidents, ensuring quick restoration of services and communication with stakeholders.
ITIL Implementation:
- Lead the implementation of ITIL frameworks to improve service management processes and ensure best practices.
People Management:
- Oversee and support team members, fostering a collaborative and high-performance work environment.
The matching profile:
Must-have:
- Fluently English and French (written and spoken)
- The ability to work both independently and collaboratively in a team
- Take our client's needs into consideration and are ready to go the extra mile to deliver a solution
- In-depth knowledge of ITIL principles and best practices for service management
- Expertise in drafting, negotiating, and managing SLAs
- Experience with ITSM platforms such as ServiceNow and Jira for tracking incidents, service requests, and problem management
- Knowledge of KPIs and other performance metrics for measuring IT service quality
- Familiarity with reporting and monitoring tools like Power BI, or built-in reporting modules within ITSM tools
- Expertise in change management and risk assessment
- In-depth understanding of incident management and problem resolution, including conducting Root Cause Analysis (RCA)
- Knowledge of modern cloud-based workspace solutions like Microsoft 365
- Understanding of the life cycle of Windows systems, including deployment, maintenance, and compliance with support and updates
- Basic knowledge of networking and IT infrastructure, including server and network management, to understand the impact of incidents and changes on IT services
What is this matching profile offered:
- Permanent contract of indefinite duration & full-time job
- Fringe benefits: company car, net expense reimbursement, daily net allowance, internet & mobile phone subscription, 13th month, ecocheques, hospitalization insurance, group insurance
- Holidays: 20 statutory holidays + 6 ADV
- We will review your application and get back to you as soon as possible
- This is followed by a first online screening with HR, then feedback is forwarded internally if positive we schedule a second interview with our technical colleagues
- If you are convinced and so are we, we will make you an offer to join us
- Proposal accepted? Great We look forward to a lasting cooperation
Why should you join ASP?
We consider that continuous training is vital
You will receive formal trainings to become a certified and recognized expert in key technologies that we support. Continuous training is key to your career success and your further growth in our organization.
Small is beautiful
We are a 50 people company based in Brussels, with remote offices in Sri Lanka. We operate in a project mode or resource sharing, and we focus our work on delivering successful projects and creating high client satisfaction.
Our company culture is filled with #GoodEnergy
ASP offices are open, dynamic spaces designed to foster creativity and collaboration. Remote work is part of our working model. We host regular breakfast events where our employees share knowledge, and we organize fun company events. We value hard work, effective communication and the ability to approach challenges with flexibility and good humor.
More info about ASP can be found at: https://www.asp.be/careers/
Are you interested in joining ASP?
Then definitely do not hesitate to apply for this vacancy
Seniority levelEntry level
Employment typeFull-time
Job functionInformation Technology
IndustriesIT Services and IT Consulting
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