IT Service Desk Team Manager (m/f/x)

For our department IT Service Desk within General Services, we are looking for a (an):

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