Service Desk Manager - German Speaker - Permanent - Prague

Robson Bale Ltd

Posted on Apr 25, 2024 by Robson Bale Ltd
Not Specified, Czech Republic
IT
Immediate Start
Annual Salary
Full-Time

Service Desk Manager - German Speaker - Permanent - Prague

Robson Bale are looking for a German Speaking Service Desk Manager to come on board for a permanent opportunity in Prague.

Permanent, Excellent salary

Key Responsibilities:

  • Lead and oversee the day-to-day operations of the service desk organization, including the enablement and coaching of service coordinators.
  • Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements.
  • Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers.
  • Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation.
  • Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary.
  • Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery.
  • Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations.
  • Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires
  • Schedule shift rotations for different service desk services including 24/7

Requirements

  • Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability.
  • Experience with leading a large 20+ shared service desk team
  • Demonstrated ability to lead teams in a dynamic and fast-paced environment.
  • Solid understanding of regulatory environments, eg in the pharmaceutical sector, to ensure compliance in IT service delivery.
  • Strong understanding of IT service management principles and frameworks, with ITIL certification preferred.
  • Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus.
  • Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (eg ServiceDesk Plus, ServiceNow, Inopla).
  • Proven track record of driving process improvements and delivering measurable results in service desk operations.

Permanent, Excellent salary

Service Desk Manager - German Speaker - Permanent - Prague


Reference: 2751402776

https://jobs.careeraddict.com/post/90072375

This Job Vacancy has Expired!

Robson Bale Ltd

Service Desk Manager - German Speaker - Permanent - Prague

Robson Bale Ltd

Posted on Apr 25, 2024 by Robson Bale Ltd

Not Specified, Czech Republic
IT
Immediate Start
Annual Salary
Full-Time

Service Desk Manager - German Speaker - Permanent - Prague

Robson Bale are looking for a German Speaking Service Desk Manager to come on board for a permanent opportunity in Prague.

Permanent, Excellent salary

Key Responsibilities:

  • Lead and oversee the day-to-day operations of the service desk organization, including the enablement and coaching of service coordinators.
  • Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements.
  • Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers.
  • Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation.
  • Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary.
  • Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery.
  • Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations.
  • Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires
  • Schedule shift rotations for different service desk services including 24/7

Requirements

  • Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability.
  • Experience with leading a large 20+ shared service desk team
  • Demonstrated ability to lead teams in a dynamic and fast-paced environment.
  • Solid understanding of regulatory environments, eg in the pharmaceutical sector, to ensure compliance in IT service delivery.
  • Strong understanding of IT service management principles and frameworks, with ITIL certification preferred.
  • Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus.
  • Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (eg ServiceDesk Plus, ServiceNow, Inopla).
  • Proven track record of driving process improvements and delivering measurable results in service desk operations.

Permanent, Excellent salary

Service Desk Manager - German Speaker - Permanent - Prague

Reference: 2751402776

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