Manager IT End User Support
Published on 07/11/2024
Cargolux Airlines International SA
Working time
Type of contract
Spoken languages
Professional experience
Educational level
Remote working
Task Responsibilities:
- Ensuring the smooth operation of end user IT support services.
- Leading and managing the IT service desk and IT technicians team to meet IT service level and ensure high-quality support
- Managing and coordinating urgent and complicated support issues, and acting as an escalation point for all requests and incidents
- Developing and maturing phone/ticket escalation processes to ensure efficient information flow within the organization
- Training plan for the entire team, coaching, and mentoring of the team leads, including career development
- Monitoring support system indicators and managing communication for outage/emergency activities to the organization
- Serving as the primary point of contact for internal customers and external IT users
- Managing expectations, and ensuring customer satisfaction
- Potentially manage vendor relationships to meet daily operational needs
- Enhance the quality of IT support
- Be responsible of the IT end user incident response
Essential Requirements For The Position:
- Educational Background and Experience : Bachelor’s / Master Degree in Information Technology, Computer Science
- Experience: Proven work experience in IT support services management or a similar role
- IT Service Management (ITSM): Knowledge of ITSM frameworks and practices, including incident, problem, change, and asset management
- Expert with help desk software, remote control, and ticketing systems
- Ability to lead, train, and mentor service desk staff
- Setting performance targets and evaluating team performance
- Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and team members
- Problem-Solving and Analytical Skills
- Being pro active
- Fluent in English - any other languages will be considered as an asset
Working Conditions:
- Permanent full-time position based in Luxembourg.
- The candidate will work in a Agile, friendly innovative but operational Azure only environment in a young and dynamic team.
- Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
- It is expected that during critical incidents the candidate can commit to resolve the incident to the end if required.
- Valid car drivers license required.
- A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.
