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

Description: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 skillsDesired 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 dataThe ideal candidate: Knowledge of Luxemburgish or any other language is considered as asset