Service Desk Manager Benelux Belgium, Antwerp/ghent
il y a 1 mois
Service Desk Manager BeneLux Belgium, Antwerp/Ghent
- **About the job**_
**Job Target**
- The primary purpose of the _**Service Desk Manager**_ _at Unifiedpost Group is to lead and manage the first line Service Desk operations in the Benelux region._
- In this role, you ensure a customer-focused approach across all our support processes. _
- Our customers rely on fast, friendly, and effective solutions, and you are the driving force behind our team consistently exceeding these expectations. _
- You will work closely with the sales department to guarantee a seamless customer experience, ensuring that each interaction leaves a positive impression. The Service Desk Manager will also work closely with Support Analysts, Service Desk Agents, Product Managers, and other stakeholders to deliver exceptional service to clients._
**Responsibilities**
- Leadership and Management: Oversee the daily operations of the Service Desk team, ensuring timely resolution of incidents and requests in compliance with SLAs.
- Client Engagement: Establish and maintain strong relationships with clients, understanding their business needs and ensuring service delivery exceeds expectations.
- Collaboration: Facilitate communication and collaboration between Service Desk teams and other departments, including Support Analysts, QA Engineers, and Product Owners.
- Performance Monitoring: Develop and track KPIs to assess team performance and service quality, providing regular reports to upper management.
- Continuous Improvement: Proactively identify points of weakness in the function and work to address these before they impact day-to-day operations.
- Effective Communication: Communicate effectively with clients to identify needs and evaluate alternative business solutions and strategies, in close collaboration with all Unifiedpost Group stakeholders.
- Relationship Management: Build lasting client relationships by understanding client business needs and how Unifiedpost Group can add value through its service offerings.
- Opportunities for Upselling: Spot opportunities where additional services and added value can be provided to clients, creating compelling cases for engagement.
- Client Service Reviews: Lead client service reviews and provide senior-level resolution to client issues and escalations.
- Timely Ticket Management: Work with the team to ensure timely acknowledgment, progression, and completion of client-raised tickets within agreed SLAs.
- Root Cause Analysis: Identify the root cause of common issues to ensure permanent resolution and timely responses to service requests.
- Change Request Management: Identify the effort and impact for changes requested, managing their delivery, including billing.
- Project Compliance: Follow project requirements, quality standards, and deadlines as set in the project specifications.
- Team Development: Depending on expertise, take part in technical evaluations, train, mentor, and coach newcomers and colleagues to ensure knowledge sharing.
- Documentation and Time Management: Register time worked in designated tools and provide necessary documents and certifications as per company and departmental rules.
- **About Unifiedpost Group**_
- At Unifiedpost Group, our mission is to make business easy and smart by helping organizations build strong digital connections with their customers and suppliers. We are a leading financial technology company that simplifies and automates business processes through our innovative digital solutions. Our platform connects businesses with their customers, suppliers, and financial institutions, enabling seamless electronic document processing, invoicing, payment services, and administrative workflows._
- Our cloud-based open network of consumers and organizations - small or large, local or global - promotes collaboration, digital interactions, document exchanges, payments and cash flow optimisation. It also enables us and our partners to create additional data-driven services to help organizations grow._
- Our vision is to become the leading digital one-stop shop solution for administrative, financial, and payment processes and communications between parties. By leveraging cutting-edge technology and a customer-centric approach, Unifiedpost Group empowers businesses to focus on their core activities while we handle the complexities of their financial and administrative processes._
- **We would be happy to see**_
**Competencies**
- _Technical Competencies:_
- _Proven experience in a Service Desk or IT support role, with a strong understanding of ITIL frameworks. Familiarity with ticketing systems (e.g., Jira, Zendesk) and reporting tools._
- _Behavioral Competencies:_
- _Communication: Excellent verbal and written communication skills in both local languages and English._
- _Critical Thinking: Strong analytical skills to identify trends and propose solutions._
- _Proactivity: Ability to take ownership of issues and drive them to resolution._
- _Innovation: A mind
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