Help Desk Manager

The contract is with a consultancy to be on an assignment at a large European site in central Paris as follows:

Tasks and Responsibilities:

- For this role you will be responsible for the administration and management of the IT helpdesk.
- You will manage the day to day tasks of the department and provide mentoring to staff as when required.

Finally, you will also manage the deployment, integration, maintenance, development, upgrade, and support of all helpdesk systems.

Education and qualifications:

- MS Certifications
- University degree (BSc) in computer science or engineering
- ITIL v3

Knowledge and skills:

- Managing and organizing Helpdesk (HD) team providing support level 1-2 to 150 users and to 1200 external users across 30 European countries. Performing appraisals and reviewing employees performance
- Reporting on services delivered by operations, support and provider. Experience implementing and working with SLA's and a call logging system
- Excellent communication skills both externally and at all levels in the company, both written and verbal with the ability to summarise technical concepts to non-technicians.
- Ability to investigate and propose new solutions and systems to support the business. Enthusiastic, self-confident and self-motivated.
- Being either a team lead or help desk manager (management of 1st and 2nd line IT professionals is essential)
- Willing to adapt and take on new challenges and driven to continuously improve
- Implementing new improvements to the IT infrastructure
- Working experience of Active Directory and Windows XP/7 
- Exchange