Service Desk Manager BeNeLux

at  crossinx GmbH

JOB TARGET

‍
The primary purpose of the Service Desk Manager at Unifiedpost Group is to lead and manage the first line Service Desk operations in the Benelux region.
In this role, you ensure a customer-focused approach across all our support processes.
Our customers rely on fast, friendly, and effective solutions, and you are the driving force behind our team consistently exceeding these expectations.
You will work closely with the sales department to guarantee a seamless customer experience, ensuring that each interaction leaves a positive impression. The Service Desk Manager will also work closely with Support Analysts, Service Desk Agents, Product Managers, and other stakeholders to deliver exceptional service to clients.
‍

Operational Tasks:

‍

• Leadership and Management: Oversee the daily operations of the Service Desk team, ensuring timely resolution of incidents and requests in compliance with SLAs.
• Client Engagement: Establish and maintain strong relationships with clients, understanding their business needs and ensuring service delivery exceeds expectations.
• Collaboration: Facilitate communication and collaboration between Service Desk teams and other departments, including Support Analysts, QA Engineers, and Product Owners.
• Performance Monitoring: Develop and track KPIs to assess team performance and service quality, providing regular reports to upper management.
• Continuous Improvement: Proactively identify points of weakness in the function and work to address these before they impact day-to-day operations.

‍
Client Service Management:

‍

• Effective Communication: Communicate effectively with clients to identify needs and evaluate alternative business solutions and strategies, in close collaboration with all Unifiedpost Group stakeholders.
• Relationship Management: Build lasting client relationships by understanding client business needs and how Unifiedpost Group can add value through its service offerings.
• Opportunities for Upselling: Spot opportunities where additional services and added value can be provided to clients, creating compelling cases for engagement.
• Client Service Reviews: Lead client service reviews and provide senior-level resolution to client issues and escalations.

‍
Ticket Management / Incident and Service Request Management:

‍

• Timely Ticket Management: Work with the team to ensure timely acknowledgment, progression, and completion of client-raised tickets within agreed SLAs.
• Root Cause Analysis: Identify the root cause of common issues to ensure permanent resolution and timely responses to service requests.
• Change Request Management: Identify the effort and impact for changes requested, managing their delivery, including billing.

‍
Organizational Tasks:

‍

• Project Compliance: Follow project requirements, quality standards, and deadlines as set in the project specifications.
• Team Development: Depending on expertise, take part in technical evaluations, train, mentor, and coach newcomers and colleagues to ensure knowledge sharing.
• Confidentiality and Compliance: Maintain confidentiality of all company information and ensure proper usage of software applications installed on Unifiedpost Group IT equipment.
• Documentation and Time Management: Register time worked in designated tools and provide necessary documents and certifications as per company and departmental rules.

‍