Pracuj.plsharing the costs of sports activities
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co to?
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Global IT Service Desk Manager
SWISS POST SOLUTIONS GMBH SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ ODDZIAŁ W POLSCE
Kuyavia-Pomerania
Kuyavia-Pomerania- offer expired 4 months ago
- contract of employment
- full-time
- team manager
- hybrid work
- remote recruitment
Technologies we use
Operating system
About the project
The Global IT Service Desk Manager is directly responsible for all operational aspects of the service desk. The role requires broad technical knowledge, experience of managing a Global Service Desk and operating ITIL processes utilizing Enterprise support tools.
To support the complex organizational structure, the IT Service Desk Manager, in conjunction with IT Service Management, and IT Leadership, must further develop processes which provide a consistent experience for all our customers.
Your responsibilities
Manage team of service desk analysts, and team leads in multiple countries, providing first and second line support.
Team Management, through regular team meetings, One to Ones, coaching, training plans appraisals.
Promote professional development of service desk staff through performance reviews and coaching opportunities.
Oversee daily operation of service desk activities in conjunction with Team Leads
Align service desk structure, policies, and service offerings according to ITIL best practice
Expand knowledgebase of processes, procedures and support documentation used by service desk staff and end users.
Establish incident models to create a consistent roadmap to resolution for commonly recurring issues
Ownership of incident management and request fulfilment processes as handled by the Service Desk
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
Continually maintaining and developing tools and resources to improve service delivery
Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with our Company Core Values
Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
Create and be Accountable to Regular Reporting to the Leadership Team
Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
Ensure that any new services are onboarded with the appropriate documentation and service definitions.
Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience
Our requirements
Completed degree in Computer Science, Business Informatics, or similar programs; or comparable qualifications/certifications with practical experience.
Great Communications skills, founded in being a good listener
Management & Leadership Experience of an IT Service Team
Experience using and developing an IT Service Desk Ticketing system (ManageEngine in use)
Experience developing tactical methodologies, enhancing / maintaining processes and ensuring compliance to standard processes across the Information Services Delivery
Solid analytical skills and judgment to proactively identify and solve increasingly complex problems
Strong attention to detail, good organizational skills, and the ability to prioritize with changing situations
Excellent interpersonal, verbal, and written communication skills to drive tasks to completion
Proficient in Microsoft Office Suite and database management tools
A deep desire to deliver an amazing Client Experience
The ability to keep up with & adapt to the fast-paced IT world
Excellent communication skills (both written and oral) in English
Optional
Skills in Strategic & Resource Planning with an ability to think and plan ahead
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Skills in PowerBI or other reporting and analytical tools.
German language skills are beneficial.
What we offer
Competitive base salary
Internal Talents’ Development Program
Appealing benefits: sport activities, private medical care, training, and company integration events
Remote work and home office possibility
Benefits
private medical care
sharing the costs of professional training & courses
remote work opportunities
integration events
coffee / tea
leisure zone
SWISS POST SOLUTIONS GMBH SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ ODDZIAŁ W POLSCE
WE CONNECT THE PHYSICAL AND DIGITAL WORLDS
Swiss Post Solutions (SPS) is a leading outsourcing provider for business process solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions and to be its trusted advisor for the key value drivers in business process outsourcing (BPO): location strategy, process optimization and technology. Part of the Swiss Post Group, SPS’ 7500 employees and specialized partners span the full range of the industry – from insurance, banking, telecommunications, media and retail to energy supply and travel & transportation – addressing customer needs in more than 20 countries.
Our customers rely on us to be their experts in the fields in which they want to stand out from their competition. This makes working for SPS a demanding, but also exciting and challenging experience
ADDITIONAL INFORMATION:
Foreseen travel: 5%
Remote work: 25% - 50%
Location: Gdańsk, Poland