EMEA Service Desk Manager
Vor 5 Tagen
As a
Service Desk Manager EMEA
you will lead and optimize IT service desk operations across our Europe region. You will be a key player in shaping a high-performing, collaborative team ensuring the seamless
IT support operations for our internal and external users.
The team consists of 15-17 service desk professionals to whom you will provide leadership.
In this position you will regularly travel across the EMEA region (approximately 20-30%) to support local operations, lead regional initiatives, and ensure alignment with global IT standards.
You will:
- Oversee service desk management including its day-to-day operations, prioritization and timely resolution of tickets; resolving escalations for complex technical issues
- Ensure that all users (internal and external) receive prompt and efficient IT support.
- Provide leadership for our service desk team. Foster a positive and productive work environment, where team members have the skills and support necessary to succeed.
- Lead, mentor and motivate the team to deliver outstanding customer service; provide training and development opportunities and manage schedules to ensure sufficient coverage and ensure seamless operations.
- Optimize workflows, ticketing systems, and service delivery.
- Regularly assess performance metrics and feedback and make recommendations for CI opportunities to enhance the effectiveness of the IT service desk.
- Manage service desk budgets
What you bring:
- In-depth understanding of IT support practices, ticketing systems, and incident management and proficiency in IT service management tools.
- Technical background in hardware, software, and networking support.
- Experience in leading IT service desk or technical support operations, including team management, performance coaching, and process improvement.
- Exceptional customer-facing communication skills with a focus on service excellence.
- Ability to handle escalated issues and conflicts with professionalism and tact.
- Degree in Information Technology, Information Systems, or a related field (preferred) or equivalent professional experience.
- ITIL Foundation Certification (preferred).
- Fluency in English. Additional European languages (i.e. German or Swedish) are a plus.
About Camfil
Camfil
is a leading company in the industrial sector with a global presence. The company group consists of 41 companies in 30+ countries with 30 factories worldwide.
Headquartered in Stockholm, Sweden, worldwide Camfil has 6000 employees. We prioritize a decentralized steering model with a trend towards a more structured and integrated model to manage our growth effectively.
Camfil Group
, has a foundation of high entrepreneurial culture with a down-to earth leadership style. Our organization values experience, effectiveness, common sense, and mutual respect.
We prioritize inclusivity, diversity and a supportive work environment where humour and interpersonal support make challenging tasks easier.
You can read more about
Camfil
at:
*Please note that as we don´t provide visa sponsorship for this opportunity, in order to be considered for this position you need to have the
right to work in the country where this role is based.
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