Nordic IT Service Desk Manager
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GlobalConnect wants to bring its Service Desk function to the next level and is consequently hiring a new Manager. The purpose is to bring the right tactical and structured approach to the area of the Service Desk as well as raising performance within the Service Desk organization.
We are looking for a Manager with a proven track record of leading and developing a cross-border Service Desk function towards operational excellence
Job Responsibilities and Success Criteria
As a Service Desk Manager in IT Services, you will be responsible for orchestrating the IT Service Desk teams across the Nordics. You will be managing a group of 10 people based in Denmark, Norway and Sweden. The Manager is overall responsible for ensuring that all internal enquiries are correctly handled and prioritized and consequently that all internal users gets a superb support experience.
The Manager will be responsible for managing the day-to-day operations of the Service Desk and a part of the job is to define as well as refine the services and the SLA’s that follows.
Success Criteria
- Plan and execute a new level of excellence in all Service Desk deliverables – securing internal customer satisfaction
- Design, implement and deliver upon ambitious SLA’s
- Demonstrate visible and personal leadership
- Support extended use of self-service portals
- Establish smart ways of working and the use of automated procesess
- Maintain focus on continuous improvements
Responsibilities
- Service Desk services
- Clearly defined and monitored Service Desk KPI’s and SLA’s
- Monitoring of customer satisfaction and KPI reporting to relevant stakeholders
- Act as escalation point for the Service Desk
- Continuous development of quality and knowledge sharing within the Service Desk
- Ensure working practices and processes are standardized and repeatable to support Service Desk activities
- Transition to ServiceNow as the ticket tool
- Ensure a high level of motivation across the SD teams
Candidate profile
We are looking for the candidate who would looke at this as their dream job. You’re expecting to bring energy and dedication as well as proven experience in managing a Service Desk function.
In return we offer a jobs with lots of opportunities for you to make your mark and set the bar high.
Qualifications
- Proven experience in a Service Desk role and several years of as manager in a similar role
- Thorough knowledge of Service Desk operations, including a knowledge of IT best practices, industry trends, and customer service
- Knowledge of ITIL methodology is mandatory
- Strong language skills in English as well as either Danish or Swedish (written and oral).
- Has a passion for and experience with implementing new technology that can contribute to the improvement and development of a service desk function
- Strong communication and co-operation skills
- Excellent planning, organizational, problem solving, and decision making skills
- Preferably experience with ServiceNow
- Preferably experience in managing remote teams
Personal profile
- Self-managed and customer focused
- Proactive “can-do” attitude
- Structured with ability to work on details as well as keeping the overview
- Ability to work on several tasks at the same time
- Results oriented with a dynamic profile and the ability to motivate, develop, change and teach.
- Highly self-motivated with a great deal of entrepreneurship.
- Ability to handle demanding stakeholders in a high-pace culture
We offer
We are a bunch of competent and helpful colleagues, all anxious to meet you and help you fit in the team and in the organization.
You will be joining an exciting company in a transformation phase, with great colleagues, varied and challenging work in an active environment with good development opportunities both professionally and personally.
Your workplace will be in our new office in CPH Highline, Havneholmen in central Copenhagen.
Interested?
For additional information about the position please contact European Search Company; Søren Rosenkrantz Larsen on +45 2893 7977 or Brian Ranvits on +45 2048 0548.
If you see yourself in the position and would like to be part of an exciting growth journey, please send your application by using the apply button below.
Information og data
Denne ledige stilling har jobtypen "IT-supporter", og befinder sig i kategorien "Informationsteknologi".
Arbejdsstedet er beliggende i København
Jobbet er oprettet på vores service den 28.1.2022, men kan have været deaktiveret og genaktiveret igen.
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