Beschreibung
Role: Desktop Operations Manager – Field ServicesLocation: Hamburg, Germany
Type of Contract: Freelance Contract (Freiberuflich) OR Permanent unlimited Contract (Festanstellung)
Language : Native level German and fluent English
Duration for Freelance Contract: 6 months
Start Date: 6 months
We are looking for a on-site Desktop Operations Manager that will oversee the local desktop operations function and co-manage relationship with our clients.
Primary responsibilities are :
• Desk side Support Management
• Manage Team that provide Incident Management, Request Services to our client through on-site or dispatch engineers.
• SLA Management including Incident and Requests
• Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity )
• Vendor Management , including Billing Validation
• Customer Relationship Management
• Regular meetings with Team and Client
• Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
• Provide leadership to the Desktop Support Team including coaching as required
• Reporting and MIS
• Assist with scoping small/mid sized projects and oversee
Skills, Experience and Qualification Required :
Business Skills:
• Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required
• To work through issues analytically to a successful conclusion
• Ability to communicate at different levels within the organization,
• Understanding of Financials, including cost control, project revenue/costs
Personal Skills
• Speak German and English Language. Any other European Languages are an advantage
• Strong customer service and team management skills
• Ability to manage/motivate people and teams,
• Must be detail oriented and self-motivating
• Strong Written and Verbal Communication Skills at senior level,
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Ability to write business cases and justification documents, Ability to manage multiple work streams
• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 7
• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Minimum Qualification and Experience:
• 8 years End user computing experience , with at least 3 years in a management role leading a team(s)
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Exposure to Finance i.e Budget Control, Project Pricing Proposals.
• ITIL professional will be preferred
• Ideal candidate would have exposure to project management (desktop deployment, migration projects)
• Ideal candidate would be expected to have a 3 years experience of IT Infrastructure in a corporate environment
• Ideal candidate will have previous vendor management experience
• Ideal candidate would be expected to have a 3 years experience of Troubleshooting tool, preferred tool ServiceNow with CMDB module
Additional Information
Candidate needs to have detailed knowledge and manage resources (on-site/field) at various locations in the region to complete the below activities :
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management and Knowledge Management
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)