* Certifications in ITIL or other related IT Service Management Practices or commensurate experience is desirable but not essential.
* Ideally educated to degree level in computing technologies
* Highly organized, data driven with strong analytical skills and attention to detail with the ability to analyze problems, determine and recommend solutions and drive the desired outcome
* Experience managing a big team of people.
* Excellent oral and written communication skills
* Strong Customer service skills and passionate about service excellence
* Good Knowledge of networking, security and infrastructure.
* Proactive, decision focused, solution oriented, analytical
* Pragmatic - able to balance competing pressures and influences to execute tasks in a high-pressure environment
* Ability to collaborate and work with personnel at all levels
* Able to engage, influence and motivate teams and individuals through change
* Bilingual in English (oral and written). Spanish or other language nice to have.
Reporting to the Chief Information Officer, the Infrastructure & Service Desk Manager is responsible for ensuring the coherent and effective delivery of consistent and repeatable process and required to deliver, support and improve technology services. She/He will implement the processes from the central in Barcelona.
Detalles del cliente
Descripción de la oferta
* Change Management
* Problem Management
* Maintain/Update SLA/KPIs
* Design, implement, monitor and report on Service Level Agreements and Key Performance indicators
* Maintain standard procedures to handle incidents and service requests
* Effectively communicate with the Level 1 and 2 IT Support
* Keeping user experience and expectations always front of mind
* Design and implementation of a Service Level Agreement concepts
* Helps to support and drive a continuous process improvement culture within the organization by fostering relationships with both front and back office functions. Lead activities as required to meet changing business and user support needs
* Managing a team of 10 Helpdesk (Level 1 and 2), 1 Team Leader and 1 System Administrator.
* Contacting with the internal IT department
* Contacting and managing the relation with external partners.
Oferta de empleo
Good salary package
- Experiencia: 3-5 años
- Tipo contrato: Indefinido
- Jornada: Jornada completa
- Salario: No especificado
- Incentivos: Bonus
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