It service desk team manager (m/f/x)

For our department IT Service Desk   within

General Services , we are looking for a (an):

IT Service Desk Team Manager (m/f/x)

Main duties:

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.

Required profile:

Minimum required criteria
Be holder of a bachelor degree “BAC& 3” in Information Technology or equivalent
combination of education and experience in a similar position
Show strong leadership and organizational skills
Show a good sense of priorities
Good knowledge of state-of-the-art office hardware and software, incl. mobile data
management and new technologies
Show structured approach in analysis and documentation
Be accurate, detail oriented and reliable
Demonstrate customer orientation and as an role model
Show basic knowledge of the ITIL Framework
Be familiar with standard office applications
Show excellent communication skills in English (spoken and written) as well as good skills in German or French
Have good presentation skills
Desired or to be acquired criteria
On-the-job training according to the attached table
Be able to work team-oriented and independently
Must be able to learn, understand, and apply new technologies
Show a strong ability to communicate at all levels, both inside and outside the company
Show user skills in the tools used in the department
Demonstrate a good sense of urgency and flexibility
Be able to deliver results within defined timeframe;
Maintain the strict confidentiality of the data
The ideal candidate
Knowledge of Luxemburgish or any other language is considered as asset