Beschreibung
Our international operating client is currently looking for a Service Manager (m/f) for Deskside Support for a project in Munich.Project description/ tasks:
* Support and enhance the existing Deskside support team, to have more End user support resources onsite and therefore improve the onsite support capabilities
* Analyze & improve the Service Management processes for End user support
* Perform more interaction with end users on site to completely understand their concerns and to ensure getting a complete picture of all issues and requirements
* To manage the support for all Deskside service incidents/requests through to successful completion and user satisfaction using the existing support tools
* To regularly review performance and trends in response to incidents/requests of all types and to provide recommendations to the Team Lead for service improvement
* To act as a point of escalation between the business and SMO
* To work with vendors to ensure Deskside service teams are supporting the business, reporting correct figures and adhering to SLA's
* To work with vendors to ensure all centrally managed images are applicable to the needs of the business and that all applications are appropriately packaged and ready for use
* Regular updating of the Knowledgebase for clients' systems and processes
Required skills:
* Good all-around knowledge of IT
* Knowledge of ITIL process flow
* IT Service Delivery experience
* Several years in IT delivery organization
* Several years HW/SW support
* Microsoft qualifications
* Ability to prioritize and work calmly in a sometimes volatile environment
* Very good language skills in English and German in business & IT
* Excellent communication skills both verbal and written, with the ability to tailor communication to the intended audience (end users & IT Management)
Required languages: Fluent in English and German (written and spoken)
Location: Munich
Duration: ASAP for approx. 6 months (extension possible)
Contact: Christin Wettstein
Telephone:
If this is of interest to you, please send us your profile (incl. all necessary contact details) referring to the relevant contact person. We would appreciate any info concerning your availability and rate expectations. We look forward to receiving your application.