Beschreibung
Hays ist ein weltweit führender Personaldienstleister, der sich auf die Rekrutierung von Spezialisten konzentriert - sowohl für den Projekteinsatz als auch für Festanstellungen und auf Zeit. In Deutschland, Österreich und der Schweiz vertrauen mehr als 600 internationale Topunternehmen auf unsere qualitätsgesicherten Prozesse, wenn Sie Experten suchen.We are looking for a
Service Manager - Desktop Manager (m/f)
Referenz: -en
Beginn: asap
Dauer: 3 MM+
Ort: in North Rhine-Westphalia
Branche: Herstellung von sonstigen chemischen Erzeugnissen a. n. g.
Ihre Aufgaben:
- To assist and/or directly develop service and support solutions (both from a process, procedural and technical design standpoint) in areas of desktop management, including software distribution, application packaging, image management and end point security
- To assist and/or directly develop service and support solutions (both from a process, procedural and technical design standpoint) for new IT offerings and escalations
- To work with the appropriate teams in order to improve existing service and support processes and methods
- To participate and assist in driving the knowledge management process and in some cases leading and participating in IT-projects
- To participate in and help drive the organization's change management process
- To develop and update plans for new product/service releases and to assist in the preparation of the support teams
- To assist with end user, business and supplier inquiries as necessary
- To resolve and/or assist with the resolution of daily issues and escalations of a complex scope that impact the IT-team and overall business objectives
- To facilitate feedback to and from team members and suppliers on issues such as end user service and support, communication and technical skills in order to enhance the quality of support delivered and to assist management in resolving escalated end user, business and supplier issues
- To develop and demonstrate an understanding of the IT-end user and business processes, methods and needs and in some cases assist with the preparation and administration of departmental budgets, business plans and metrics
- To participate in the development and/or management of service level agreements (SLAs), key performance indicators (KPIs), corrective action plans (CAPs) and resource demand reporting
- To develop a good understanding of all related SoW and their specific sections that may affect the services and support of this position
- To assist management in developing, maintaining and enhancing interdepartmental and supplier relationships and communications
- To maintain current knowledge of industry trends and potential impact on the IT-service and support
Ihre Qualifikation
- You have an excellent bachelor's degree or technical diploma in IT or a related technical discipline
- Sound experience as service manager or supplier manager in the area of end user computing or IT-services in general
- ITIL-certification and 2 years of ITIL-experience are appreciated
- Sound experience in software packaging and working with the LANDesk management suite is highly desirable
- Experience with Microsoft technologies and Active Dire ctory
- Project languages are Englisch and German
Skills:
- System Administration/Support C/S
- Networks
- Project Management