IT Service Desk Manager
il y a 3 jours
In the **IT Service Desk Manager** role you manage the IT Service Desk Practice. The purpose of the Service Desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for IT with all its users. In this critical role, as a Service Desk Manager you are responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between the business customers and the IT organization.
**Your main tasks and responsibilities will include**:
- Design, Build and Support a Global Service Desk practice ( Helpdesk Technology, Processes, Organization ) with a strong commitment to quality and regulatory requirements
- Manage Daily operations of the Service Desk and the service desk team
- Ensuring that all practices and processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved
- Meet targets and expectations for customer service and support performance ( KPI) and report regularly to the business.
- Conducting and sharing results from Service and operation performance reviews
- Identifying and pursuing Service Improvement initiatives
- Review and analyze communications between IT staff and the business
- Promoting the Service Desk with senior management and working to ensure that it is properly viewed as a core business asset
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Service Desk operations
- Being aware of and managing the costs of running the Service Desk
- Provide a channel for communicating with users about new and changed services. Service Desk staff participate in release planning, testing and early life support.
- Conduct regular assessments of the Service Desk practice and share the results with the stakeholders
**To be successful in this role, you'll need**:
- Knowledge and understanding of best practices for service management **(ITIL)**:
- Strong communication skills, including the ability to be influential and persuasive with stakeholders
- The ability to manage time effectively while setting the tone of the team through modeling and leadership
- An ability to think critically about systems and to make adjustments consistently as needed
- Experience or an equivalent combination of technical training and experience
- Multilingual: English and Dutch
**Working at Cerba Research**
Cerba Research is growing fast on a global scale. Working at Cerba Research first of all means that you contribute to improve global health. It also means growing your career in a dynamic, fast paced environment, where you can develop new skills and work on diverse projects. There is plenty of room for initiatives, we encourage you to take ownership, cooperate, keep learning and most and for all, have fun Working at Cerba Research also comes with its challenges and it’s not for everyone.
**If you have drive, are willing to learn and want to make an impact, then please join
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