Service Desk Manager
Il y a 2 mois
Telindus Luxembourg – Share more than technologies Telindus is a brand of Proximus Luxembourg. Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training. Job Content: Join our dynamic team as a Service Desk Manager and be at the forefront of customer-centric and agile service delivery. We are a leading firm dedicated to enhancing customer experience through strategic service management and continuous improvements. Lead the Call Desk and Customer Experience Management teams, fostering an environment of growth and excellence.
Service Desk Operations:
Champion the evolution of Service Desk services, ensuring continuous improvement and scope expansion to accompany new IT services proposed to our customers.
Implement strategies for first call resolution management to enhance customer experience and reduce dependencies on technical teams.
Handle contractual and operational aspects of Service Desk third-party engagements, ensuring compliance and efficiency in service delivery.
Develop and refine Service Desk strategy to cover and even anticipate new demands.
Leverage AI in the day to day Service Desk life
Act as a Service Desk competency leader, contributing to customer proposals and leading customer onboarding initiatives.
Proven experience as a Service Desk Leader with a strong background in Service Desk strategy development.
Extensive knowledge in HR and team management specific to IT service contexts.
Proficient in Service Desk Management and Customer Experience Management (CXM).
Experience in IT Service Desk, End-User Service Desk (including Azure/M365)
Skilled in contract management and third-party negotiations with a keen understanding of budget and financial oversight.
AI understanding and used cases for Service Desk activities
Master's degree in a relevant field (Information Technology, Business Administration) is required.
We look forward to transforming the future of service delivery with you A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.
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