IT Service Desk Team Manager

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.