Service Desk Manager - Belgium

Service Desk Manager
Shape - Mons, Belgium
Contract Length: 3 months +

Key Skills: Service Desk, Prince, SLA, Manager, Management, CIS, DCIS, NATO, NACMA, NCIA, NC3A, NCSA, NAMSA

Duties:
- Participate in company-wide IS projects as they relate to the desktop, mobile devices and/or distributed systems area of responsibilities.
- Provide and recommend IT solutions to management
- Document processes/solutions to ensure optimized work and process flows exist
- Support Help Desk IT Lead and management identify training opportunities for staff
- Review internal and external knowledge databases and procedural documents for accuracy and consistency
- Provide outstanding customer service and responsiveness that inspires confidence with the customer
- Provide high quality problem solving on more advanced technical issues along with root cause analysis
- Use analytical and decision-making skills to offer options and resolve advanced technical issues.
- Utilize documentation skills and process improvement experience to elevate the team
- Establish and maintain strong working relationships with customers and team members
- Implement and analysis the performance and customer satisfaction review and provide recurrent reports to the Branch Chief.

Essential Professional Experience:
- 4-6 years of Service Desk/Desktop support experience on Windows 8.1, Windows 7/Vista/operating systems
- Ability to work on-call/after hours on a rotating basis

Essential Professional Experience:
o8 years of Service Desk experience in a lead function and experience in a civil- military environment including external Service Provider Management.
o10 years working in a multinational environment
oRecent experience in deployed NATO Operations
oDemonstrated experience in Organization and Planning for multinational Units in the area of Training, Budget planning and Resource Management.
oProject manager Qualification and Prince II Certification
oDemonstrated experience in NATO CIS Project management.
oAssociates Degree is preferred or related work experience
oAbility to work on-call/after hours on a rotating basis
oMembre of a Professional Association
oGreat interpersonal skills and effective communications skills both orally and written
oDemonstrated experience for CIS and DCIS support and planning to NATO Exercises on NRF level for at least 4 years including JCCC management.
oDeep knowledge of the NCIA and NATO structure.
oProved ability to act with Senior Officers in a successful manner
o Experience in SLA Management
oInfoSec and CompuSec Knowledge

Desirable EDUCATION:

Vocational Training in IT environment
Bachelor of Engineering in Telecommunication & IT Systems as minimum
Service Desk Foundation
Network Professional

Candidates with a current security clearance are strongly encouraged to apply

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards)