Service Desk Manager ()

Je functie: For one of our customer we are looking for a Service desk Manager
Key Responsibilities / Deliverables:

- Managing resources assigned to the Service Desk, including the supervisor
- Managing Service Desk activities, aligned with the general IT vision and strategy
- Acting as escalation point for the supervisor
- Undertaking a wider customer services role
- Reporting to senior managers on any issue that could significantly impact the business
- Taking accountability for incident and service request handling on the Service Desk
- Identifying improvement opportunities for inclusion in the continual service improvement plan
- Assess and improve Service Desk functioning and processes
- Create and distribute management reporting
- Liaising with other support teams to ensure good collaboration and improve processes/procedures wherever possible
- Owner of the Service Desk knowledge management database

Je profiel: Knowledge, Skills and Experience:

- At least 5 years of experience in Service Desk management role in an international company
- Strong leadership skills
- Structured and organized way of working
- Excellent communication and interpersonal skills, both spoken and written
- Bilingual French-English
- Able to deal with high level escalations

Education, Qualifications:

- ITIL v3 Foundations certified
- ITIL v3 Operational Support and Analysis certified is a plus