Oferta pracy

Service Desk Team Manager

Fujitsu Technology Solutions Sp. z o.o.

  • Łódź

  • offer expired over a month ago
  • contract of employment
  • full-time
  • manager / supervisor, team manager
  • home office work
  • remote recruitment

Technologies we use

Operating system

Your responsibilities

  • People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.

  • Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.

  • Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.

  • Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.

  • Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.

  • Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.

  • Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.

Our requirements

  • Organizational skills

  • Team management and leadership skills

  • Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure

  • Creativity, proactivity and organizational skills

  • Ability to identify problems and work to resolution and to motivate others to complete tasks on time

  • Assertiveness

  • Team player attitude

  • Experience in managing people

  • Knowledge of ITIL standards & practices

  • Excellent communication skills (written / verbal)

  • MS Office Skills

  • Good English written and oral communication skills

  • Benefits

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • integration events

  • extra social benefits

  • shopping coupons

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

Key Performance Indicators

  • Coaching and mentoring undertaken

  • Feedback from team and managers actioned

  • 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

  • All service levels met

  • 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

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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