IT Helpdesk Manager

il y a 2 jours


Brussels, Belgique Antal Temps plein

**Job Title**: IT Helpdesk Manager

**Salary**: ~70,000 EUR - ~80,000 EUR

**Location**: Virtual or in the office

**Language**: English, German is highly preferable

** EU citizenship or residency required **

**The company**:
World-leading professional travel management agency with offices all around the world. They take pride in creating a supportive, exciting, and caring work environment with a high emphasis on a work-life balance while providing daily challenges and dynamics. All of that was recognized by e.g. Forbes (The Best Place to Work title several years in a row).

Will lead the well-knitted remote European IT Service Desk team of 6 ppl (currently recruiting so will grow). The team is the first point of contact for all ICT-related requests from the Western Europe region. As a leader, you will focus on customer service excellence provided by your team. It's crucial for us that you will drive innovation, continual improvement and roadmaps.

We're looking for a real Service Desk champion, a proven people manager with a head full of ideas that is not afraid of making changes and is driven by the inner need for improvement.

**A snapshot of this opportunity**
- Manage the daily operations of the organization’s First Level Service Desk team and manage staff including hiring, training, mentoring, scheduling work assignments and conducting evaluations
- Ensure a qualified prequalification of all support tickets handled by your team
- Align with IT strategy plans on regional and global level and prioritize team efforts to ensure the strategy is being implemented
- Implement meaningful KPIs to manage and optimize the service provided by your team
- Associate incidents with known errors or problems and escalate cases to appropriate teams when necessary
- Act as the single point of contact to the customer and other ICT teams for all types of ICT services

This role also gives an opportunity to grow into the Global Service Desk Manager position in time.

**Expectations**:

- strong service desk/help desk expertise with a proven track record in a leadership role (preferably international)
- you can share real-life examples of improvements you have implemented in a service desk environment and explain what impact they made (very important)
- Excellent communication skills, oral, written and presentation to all levels of management
- Customer satisfaction is a TOP priority for you
- very good verbal and written English skills - knowledge of German would be a big plus as the main operations are focus in DACH area
- ITIL certification, Microsoft systems or desktop certification is a plus
- Working knowledge of IT systems and effective troubleshooting and problem-solving skills
- Travel < 10% of the time both domestically and internationally

**Job Types**: Full-time, Permanent contract

**Salary**: €70,000.00 - €80,000.00 per year

Schedule:

- Flexible hours
- Monday to Friday

Application Question(s):

- Do you have at least 2 years of experience in managing the Service/Help Desk team?

**Language**:

- English (required)
- German (preferred)


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