About this role
Description: IT Service Desk Team Manager (m/f/x) Main duties: • Manage, plan and lead the dedicated staff, by giving clear instructions about planning, priorities and deadlines • Be responsible for the correct execution of the IT Customer Services activities, following strictly the defined rules, policies and procedures • Be responsible for the existence and correctness of all related documentations • Propose corporate compliant solutions based on user software and/or hardware requests • Increase and improve ITSM knowledgebase for IT support processes and end-user support articles • Actively participate in the IT Infrastructure management meetings, in order to define department vision, strategy and activities and give necessary input during budget preparation • Participate in continuous improvement and write appropriate guidelines where required • Participate to IS&O related projects • Occasionally provide an administrative support in the scope of the activity • Capture and report on important performance indicators, trends and SLA/OLA compliance based on the activities in the ITSM tool. • Improve first-call resolution and reduce incident backlog. • Stock management for the service catalog items • Act as escalation point for major incidents and complex issues. • Ensure proper ticket lifecycle management and documentation. • Lead, coach, and develop Service Desk Agents. • Foster a customer-centric and continuous improvement culture. All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes. Required profile: Minimum required criteria • Be holder of a bachelor degree “BAC& 3” in Information Technology or equivalent combination of education and experience in a similar position • Show strong leadership and organizational skills • Show a good sense of priorities • Good knowledge of state-of-the-art office hardware and software, incl. mobile data management and new technologies • Show structured approach in analysis and documentation • Be accurate, detail oriented and reliable • Demonstrate customer orientation and as an role model • Show basic knowledge of the ITIL Framework • Be familiar with standard office applications • Show excellent communication skills in English (spoken and written) as well as good skills in German or French • Have good presentation skills Desired or to be acquired criteria • On-the-job training according to the attached table • Be able to work team-oriented and independently • Must be able to learn, understand, and apply new technologies • Show a strong ability to communicate at all levels, both inside and outside the company • Show user skills in the tools used in the department • Demonstrate a good sense of urgency and flexibility • Be able to deliver results within defined timeframe; • Maintain the strict confidentiality of the data The ideal candidate: Knowledge of Luxemburgish or any other language is considered as asset