About this role
Service Desk Manager Werkzaamheden IT Recruitment is looking for her client Warner Music Group in Amsterdam for a Service Desk Manager Benelux. You will lead the IT Service Delivery Team in Netherlands and Belgium, ensuring delivery of consistently high quality service to our users, working closely with International teams as required. Support will include desktop hardware and software, account management, mobile devices, remote access, application triage, Google video conferencing and meetings. You will help run service desk, infrastructure projects and initiatives, and play a key role in transforming service delivery and support. Liaising with operational support teams, facilities management and key end users, you will promote service transformation and excellence of support. A little bit about the team: Global Technology offers a team of dynamic, creative and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. Reporting to the Senior Director of Service Delivery (UK, Western Europe & Nordics), you will be an critical part of the Global Technology Service Desk team. Here you'll get to: - You will ensure delivery of a high quality first/second level response to callers to the Service Desk, working to agreed SLAs. - You will track Service Desk KPIs, explore trends and recurring issues and ways to improve service. Provide metrics and analysis to the Senior Director of Service Delivery (UK, Western Europe & Nordics). - You will promote consistent and cohesive client support through global common standards across WMG affiliate End User Services teams. - You will initiate and coordinate the major incident response process for the Benelux Service Desk, in conjunction with the Senior Director of Service Delivery (UK, Western Europe & Nordics) and associated teams. - You will oversee liaison with suppliers, engineers and service providers to mainta...