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ICT Service Desk Manager
vor 2 Monaten
The ICT Service Desk Manager will play a pivotal role in ensuring the smooth operation of our service provision at EUMETSAT. This position requires a strong customer focus, excellent interpersonal skills, and the ability to adapt to changing organisational priorities and user needs.
Key Responsibilities- Operate the Service Desk, including management of a team of 7 technicians.
- Coordinate and implement IT Incident Management and Change Management processes, adhering to existing Service Level Agreements. Ensure timely communication with users and management, and handle service requests.
- Provide user support for all IT services and contribute to technical support within the team. Document the team's technical knowledge.
- Procure and manage end-user IT equipment (laptops, phones) and shared equipment (corridor printers, meeting room devices). Maintain an up-to-date inventory of ICT equipment.
- Assist with large deployments of software and devices, including relevant end-user communication.
- Advise on overall strategies for user support, productivity, roll-out projects, and training needs.
- Act as a deputy for the ICT Service Delivery Manager.
- Minimum five years experience in managing IT user support and helpdesk teams.
- Experience in IT system and application user support and administration.
- Extensive experience in supporting and interacting with demanding stakeholders, customers and users of IT Services.
- Strong customer focus.
- Strong interpersonal skills, with proven ability to apply these to interact with management and working within, and across, teams.
- Flexibility to adapt to changing organisational priorities and user needs.
- Knowledge of ISO and ITIL, as well as knowledge and hands-on experience with the following are desirable: Microsoft, Atlassian Jira & Confluence.
EUMETSAT is a dynamic team of more than 50 technicians and engineers, which operates, manages, troubleshoots and implements changes to corporate ICT systems, including desktop and mobile IT equipment, SAP, Documentation Management Tool, EUMETSAT web sites and the intranet.
The Information and Communication Technology (ICT) Division is responsible for providing applications and support services regarding Information and Communication Technology to the organisation.
What We OfferThe initial contract will be of 4 years' duration, with subsequent 5 year contracts being awarded thereafter, subject to individual performance and organisation requirements. There is no limit to the amount of follow-up contracts a staff member can receive up to the EUMETSAT retirement age of 63.
This post is graded A2/A4 on the EUMETSAT salary scales. The minimum basic salary for this post is EURO 7,598 per month (net of internal tax but excluding pension contribution and insurances) which may be negotiable on the basis of skills and experience.
EUMETSAT offers attractive benefits, including a competitive salary, comprehensive pension scheme, and a range of other benefits.
