Das ist dein Job
- Responsible to ensure that all deliverables are performed as per agreed SLAs
- Establish goals, objectives, and operating procedures
- Ensure the IT organization is well represented in assigned regions
- Vendor Management and ensure accurate billing and projections done
- Financial Management of entire region (Country/location wise split)
- Root Cause Analysis and driving top call drivers
- Promote usage of best practices and tools
- Participate in the audits and compliance procedures and lead for the region.
- Participate in the Continual Service Improvement process
- Ensure VIP support for users on high standard and customer service
- Be the first point of contact for customer regionally for problem solving
- Travel to remote locations (within the region or outside) to assist in knowledge transfer
- Oversees the development and progress of all desktop technicians
- Lead and collaborate on Desktop Service projects
- Look for opportunities for additional business and keep BAU activities separate to ensure project work is always quoted.
- Mentor, develop and motivate our team members
- Manage, mentor and develop a team of over 50 colleagues
Das bringst du mit
- Bachelor‘ s degree, or equivalent combination of education and experience
- At least 10 years of experience in Deskside Services or related field
- 2-3 years of experience in handling Retail Customers
- Detailed understanding of End User IT infrastructure
- Detailed understanding of Technology Infrastructure in a Corporate Windows Domain Environment
- Experience in leadership responsibilities‘ in IT field
- Ability to motivate, manage and mentor your direct reports and colleagues
- Strong communications skills in English (at least C1)
- Knowledge of Ticketing Tool (Service Now)
- Good to have knowledge of JIRA
- Must be willing to work from the customer HQ, least 3 days a week.
We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.