Oferta pracy

Service Desk Team Manager with English

Fujitsu Technology Solutions Sp. z o.o.About the company

  • Offer expired 18 days ago
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Fujitsu Technology Solutions Sp. z o.o.

Wólczańska 180


Your responsibilities

  • The role holder leads, motivates and develops a team of service desk staff to ensure delivery of incident management to agreed levels of service.

  • 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

  • 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

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • shopping coupons

  • sharing the costs of tickets to the movies, theater

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • Happy Friday (one shorter working day)

  • Online initiatives

  • CIMA/ACCA courses

  • VBA Community

  • Digital Academy