IT Service Desk Team Manager (m/f/x)

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  • Luxemburg
  • Unbefristet
  • Vollzeit
  • 1 Monat her
For our department IT Service Desk within General Services, we are looking for a (an):IT Service Desk Team Manager (m/f/x)Main duties:
  • Manage, plan and lead the dedicated staff, by giving clear instructions about planning, priorities and deadlines
  • Be responsible for the correct execution of the IT Customer Services activities, following strictly the defined rules, policies and procedures
  • Be responsible for the existence and correctness of all related documentations
  • Propose corporate compliant solutions based on user software and/or hardware requests
  • Increase and improve ITSM knowledgebase for IT support processes and end-user support articles
  • Actively participate in the IT Infrastructure management meetings, in order to define
department vision, strategy and activities and give necessary input during budget preparation * Participate in continuous improvement and write appropriate guidelines where required
  • Participate to IS&O related projects
  • Occasionally provide an administrative support in the scope of the activity
  • Capture and report on important performance indicators, trends and SLA/OLA compliance based on the activities in the ITSM tool.
  • Improve first-call resolution and reduce incident backlog.
  • Stock management for the service catalog items
  • Act as escalation point for major incidents and complex issues.
  • Ensure proper ticket lifecycle management and documentation.
  • Lead, coach, and develop Service Desk Agents.
  • Foster a customer-centric and continuous improvement culture.
All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.Required profile:Minimum required criteria
  • Be holder of a bachelor degree “BAC& 3” in Information Technology or equivalent
combination of education and experience in a similar position * Show strong leadership and organizational skills
  • Show a good sense of priorities
  • Good knowledge of state-of-the-art office hardware and software, incl. mobile data
management and new technologies * Show structured approach in analysis and documentation
  • Be accurate, detail oriented and reliable
  • Demonstrate customer orientation and as an role model
  • Show basic knowledge of the ITIL Framework
  • Be familiar with standard office applications
  • Show excellent communication skills in English (spoken and written) as well as good skills in German or French
  • Have good presentation skills
Desired or to be acquired criteria
  • On-the-job training according to the attached table
  • Be able to work team-oriented and independently
  • Must be able to learn, understand, and apply new technologies
  • Show a strong ability to communicate at all levels, both inside and outside the company
  • Show user skills in the tools used in the department
  • Demonstrate a good sense of urgency and flexibility
  • Be able to deliver results within defined timeframe;
  • Maintain the strict confidentiality of the data
The ideal candidate
  • Knowledge of Luxemburgish or any other language is considered as asset

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