IT Service Desk Manager / IT Manager Legal law firm

at  Randstad

• Regional role with leadership responsibility
• Permanent in-house role with an established company
  About the company
  Our Client is an established Europe MNC. They have a well-established presence of more than 20 years. With rapid expansion plan, they are now looking for an IT Help desk / IT ServiceDesk / EUC / IT Service deliveryManager to join their team.
  About the job
  Your role involve:
  Overseeing the day-to-day operations of the IT service desk team
  Ensuring the prompt resolution of customer inquiries and technical problems. You will play a crucial role in maintaining high levels of customer satisfaction and service quality.
  Ensuring timely resolution of customer inquiries and technical issues, and maintaining high levels of customer satisfaction.
  Monitor helpdesk ticketing system to ensure tickets are handled promptly and efficiently.
  Set performance goals and KPIs for the team and ensure they are met.
  Collaborate with other departments to resolve complex technical issues.
  Identify training needs and provide ongoing training to helpdesk staff.
  Continuously improve support processes to enhance efficiency and customer satisfaction.
  Prepare reports and analyze data to identify trends and areas for improvement.
  Act as the point of escalation for challenging customer issues.
  Manage vendor relationships and oversee the procurement of helpdesk tools and software.
  Skills and experience required
  As a successful applicant, you will have at least 8 years of experience in IT Support. At least 3 years of experience in managing a team.
  Legal law firm or Professional services inhouse industry background is required for this role.
  Whats on offer
  This is an excellent opportunity to join an established end user environment with regional exposure.
  To apply online please use the ‘apply’ function, alternatively you can reach me at https://www.linkedin.com/in/hoonteck-nologyrecruitment. (EA: 94C3609/ R1219669

Please refer the Job description for details