Service Desk Manager
il y a 3 semaines
Orange Cyberdefense, an Orange Group company, is one of the world's leading cyber security services and solutions providers and enjoys 25 years' experience in the field of global information security, providing products and services for leading organisations in over 160 countries.
We are building a safer digital society, protecting individual and corporate freedom across geographies.
Working as a Service Desk Manager
Within Global Operations, the IT Operations department ensures that the SOC, CyberSOC and Global CERT teams have the best IT services in all our geographies. IT Operations systems such as Ticketing, Monitoring, customer portals, automation tools (XSOAR), DevOps tools, CI/CD chains and hybrid-cloud infrastructures are essential to achieve our ambitions.
As Service Desk Manager, you will manage an internal service desk team responsible for day-to-day IT service management to our users.
Key Responsibilities:
- Managing a team of Service Desk Engineers based in Belgium and France.
- Manage the business relationship with an offshore team of Service Desk Engineers.
- Safeguard user satisfaction and ensure that incident response and implementation of service requests and changes happen in a timely and qualitative manner.
- Participate as part of an on-call rotation to provide P1 incident response coordination on critical IT infrastructure.
- Provide reporting on service desk activities to IT Operations management.
- Collaborate closely with DevOps and Infrastructure teams in IT Operations to adopt new product releases and processes in the production environment.
- Continuously look for opportunities to improve service quality and to automate recurring work in collaboration with DevOps and Infrastructure teams in IT Operations.
- Lead, mentor, and inspire your team to deliver quality every day, providing a growth path for Service Desk Engineers to enhance their skills and evolve further in the IT Operations organization.
- Directly report to the Head of Service Delivery & Application Management and work closely with other IT teams managers in charge of other major services, of our best-in-class infrastructure and platform or of our operations.
Why Are We Talking to You?
- Experience in a similar role and managing service desk operations.
- Experience in leading a service desk team.
- Strong communicator who prioritizes customer satisfaction. As Incident Response Coordinator, you can de-escalate, communicate clearly, and create the right environment for an IT team to deliver results in high-pressure situations.
- Solid understanding of IT Service Management and ITIL practices.
- ITIL Certified.
- Excellent English language skills, both written and verbal. Dutch and/or French skills are a bonus.
What You Can Expect from Us
- Be Taken Care Of: We offer you 32 vacation days (with the option to make it a whopping 37 days with our Benefit Motivation Plan), meal vouchers, eco-cheques, hospitalization and group insurance, company laptop, mobile phone with unlimited use, and other benefits.
- Never Stop Learning: We provide training, certifications, and learning opportunities for every employee to continuously enrich your skills.
- Transparency: We organize company and team meetings regularly to keep everyone informed.
- Do What You Love: Enjoy flexibility with offices in Brussels, Antwerp, Ghent & Rotselaar, a variety of events, and lots of activities.
- Snack to Your Heart's Desire: Enjoy an assortment of fresh fruit and healthy snacks, with sweet snacks available for those in need of a sugar fix.
- Reputable Brand: Join an internationally growing company with over 25 years of experience in the industry.
Are You Interested? Then Jump In
Orange Cyberdefense is an equal opportunity employer, welcoming applications from all people, regardless of their race, sex, disability, age, religion, or sexual orientation.
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