IT Service Desk Section Manager

JUST ONE | Recruitment & Executive Search agency

Μαρούσι, Αττικής
Μόνιμη
Πλήρης Απασχόληση

Πριν 1 μήνα
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The IT Service Desk Section Manager will be responsible for the quality enhancement of IT services’ provision, with regard to incident and problem management as part of the ITSM framework. Responsible for service delivery to end users, lowering relevant time-to-serve and costs, and improving internal customer satisfaction. Oversees the day-to-day operations of an IT service desk, ensuring the delivery of high-quality IT support services to clients. This includes managing a team of IT support technicians, implementing and maintaining service level agreements, monitoring and improving support processes, and ensuring that all IT support services align with the overall goals and objectives of the organization. Is responsible for ensuring that the service desk operates efficiently and effectively and that the needs and satisfaction of clients are met in a timely and professional manner.

Manages daily operations of the IT service desk, like timely & organized collection, monitoring, evaluation, assignment, prioritization, resolution and/or escalation of service/change requests, incidents & problems, using IT Service Management Software in place and in line with ITIL-based practices & existing Business activities/Work instructions.
Supervises & coordinates multiple levels of IT support regarding IT services under the IT Service/Request catalogues, ensuring the preservation of agreed Service levels. Manages the introduction, change, decommission and fine-tuning of supported Services, ensuring that IT Service/Request catalogues and IT Service Management Software are kept up to date and aligned. Is responsible for the maintenance of the knowledge database in regards to IT Services, to enable self-service activities.
Establishes the delivery of a digital workplace experience to end users so that the organization can leverage its digital dexterity in the development of new digital business services. Provides digital workplace services (e.g. intelligent automation services, peer-to-peer support, self-service, etc.) for automated and integrated support to end users to increase their engagement, productivity and digital dexterity to support the organization’s digital business strategy.
Manages IT Asset tracking, capacity and configuration activities, to optimize asset utilization. Ensures maintenance of updated IT Asset registry & Configuration Management Database (CMDB) of supported services.
Manages allocation of IT resources (personnel & IT equipment) and SLAs with vendors, along with budget of Services under responsibility, cost control and forecasting, to meet service desk needs.
Reviews & updates Business Activities, Work Instructions & processes in place. Reviews & reports agreed on KPIs and measurements that enable the organization to manage the asset portfolio for risk, cost, control, compliance and business performance objectives.
Oversees access control activities with regard to active directory accounts & groups, local user accounts, network, applications under support etc.
Conducts service and operation performance reviews and proceeds with changes & corrective actions when required, to ensure the preservation of service levels in terms of quality, performance, effectiveness & satisfaction of Internal customers.

Requirements

A BSc in Computer Science, Information Technology, System Administration or a closely related field or equivalent experience required.
At least 2 years of IT Service Desk Manager role.
At least 3 years of L2 IT support specialist.
Desirable Courses / Certifications: ITIL 4 (Information Technology Infrastructure Library) Foundation HDI Customer Service Manager (HDI-CSM) ISO 20000 Foundation COBIT 5 Foundation Lean IT Foundation
Strong technical knowledge of various operating systems, hardware, and software
Excellent customer service and communication skills Knowledge of ITIL framework and IT service management best practices
Problem-solving and critical thinking skills
Ability to manage and lead a team
Ability to prioritize tasks and manage time effectively
Experience with service desk software, ticketing systems, and knowledge management databases (like Atlassian’s Jira: Service Management, Work Management, Software, Confluence etc)
Experience in managing budgets and vendor relationships to ensure the delivery of high-quality IT services.
Excellent written and spoken English.
In-depth understanding of IT systems, networks, and software applications, and the ability to manage incidents, problems, and requests.
Strong customer service orientation, with the ability to provide timely and effective resolution to customer issues and requests.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders and customers.
Problem-solving. Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues.
Knowledge of data privacy and security best practices, and the ability to ensure the protection of sensitive information.
Ability to lead and motivate a team of IT support professionals, setting clear goals and expectations, and fostering a positive and productive team culture.

Benefits

Competitive salary
Performance-based variable pay
Ticket restaurant card
Transportation reimbursement
Private Health Insurance coverage
Pension Scheme
Home electricity and natural gas discount
Continuous learning & upskilling opportunities and access to our premium online training platform
Hybrid Working
One extra day of paid time off
Reimbursement for your athletic activities
Unlimited fruits and snacks at the office

JUST ONE | Recruitment & Executive Search agency