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Service Desk Team Manager

  • Łódź, łódzkie pokaż mapę
  • Kierownik
  • 15.11.2017

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.


    Fujitsu has now been operating in Lodz for eight years. We are a team of almost 2000 linguists, IT, finance and client service specialists. Each of Fujitsu’s four Business Lines (Service Desk, Remote Infrastructure Management, Research & Development, Service Management) and EMEIA Finance Services provides a wide range of development opportunities. Fujitsu means working in an atmosphere that cannot be found in other corporations.

    Service Desk Team Manager

    About the job

    Purpose of Role:
    The role holder leads, motivates, and develops a team of Process Controllers and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.

    Key activities:
    • 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


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

    Professional Competencies:
    • 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
    Find and visit us!

    FujitsuTextorial Parkul. Fabryczna 1790-344, Łódź

    University Business Park Ul. Wólczańska 17890-530 Łódź

    Please include the following statement: “I hereby authorize Fujitsu Technology Solutions Sp. z o.o. to process my personal and store data included in my job application for the needs of following and future recruitment processes (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883)”.