Service Desk Team Manager

About the job

• Operational management of a Team of Service Desk Agents and supporting functions
• Ensure the agreed service management standards and processes are adhered to
• Ensure that the Service Desk team activities support agreed service levels
• Monitor work and reports on progress against service level, cost, time, specification, as appropriate. Intervene to achieve required result
• Lead and motivate, facilitate development of skills of team members upon their development directions
• Identify and develop people with technical or management potential
• Ensure that Service requirements are clear and understood
• Contribute to process definition and improvement
• Plan to achieve cost effective results
• Identify and recruit appropriate people
• Deploy work packages/objectives appropriately
• Understand what needs to be done to meet requirements and achieve SLA’s.
• Coaching and mentoring undertaken
• All performance management processes followed
• Evidence of development planning for the team
• Regular team meetings held to cascade local, business and corporate updates
• Builds relationships with other stakeholders
• Customer feedback
• Recognize where risk exists and communicate that risk to the appropriate channels
• Manage all resourcing issues to deliver continuously improving services
• Exhibit leadership in terms of proactivity and always thinking customer first
• Identifies reasons and weaknesses in process and/or shortcomings in technical capability
• Encourages the use of best practice across the team, including documenting and sharing with others

Requirements

• Strong Interpersonal and operational skills
• People-management skills
• Ability to influence others
• Ability to negotiate
• Leadership skills
• Completer/Finisher

• Extensive knowledge of the ITIL standards & practices
• Good written and oral communication skills in English
• Logical and Analytical approach
• Excel intermediate/advanced
• Skills in developing individuals, teams and the business

Why Fujitsu ?

Opportunities to build a successful career path

Flexibility - we are open to dialogue– many positions allow working part time or home office

Internal and external training

Attractive salary

Great atmosphere and a chance to work with inspiring people from all around the world

Integration events and Corporate Social Responsibility projects

Unlimited access to training platforms

Relocation support

Private medical care

Sport cards (OK System, Benefit System) – access to sports facilities throughout the city/Lunch subsidies

Discounts for Fujitsu employees in many places throughout Lodz

Fresh fruit