Manager IT End User Support

at  Cargolux

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Educational Background and Experience : Bachelor’s / Master Degree in Information Technology, Computer Science
• Experience: Proven work experience in IT support services management or a similar role
• IT Service Management (ITSM): Knowledge of ITSM frameworks and practices, including incident, problem, change, and asset management
• Expert with help desk software, remote control, and ticketing systems
• Ability to lead, train, and mentor service desk staff
• Setting performance targets and evaluating team performance
• Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and team members
• Problem-Solving and Analytical Skills
• Being pro active
• Fluent in English - any other languages will be considered as an asset

• Ensuring the smooth operation of end user IT support services.
• Leading and managing the IT service desk and IT technicians team to meet IT service level and ensure high-quality support
• Managing and coordinating urgent and complicated support issues, and acting as an escalation point for all requests and incidents
• Developing and maturing phone/ticket escalation processes to ensure efficient information flow within the organization
• Training plan for the entire team, coaching, and mentoring of the team leads, including career development
• Monitoring support system indicators and managing communication for outage/emergency activities to the organization
• Serving as the primary point of contact for internal customers and external IT users
• Managing expectations, and ensuring customer satisfaction
• Potentially manage vendor relationships to meet daily operational needs
• Enhance the quality of IT support
• Be responsible of the IT end user incident response