Beschreibung
For one of our clients, based in Hamburg we are looking for your expertise in Operation Management. In this role you will oversee and manage the local desktop operations and you are responsible for good relationships.
Your Responsibilities:
- Deskside Support Management
- Manage the 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 Clients
- 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
- Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
Your Key Skills:
- Excellent understanding in End User IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications ie 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 ie, Windows 7, MS Office, Outlook etc.
- Experience in a management role leading a team(s)
- Excellent communication skills at different levels within the organization
- German and English language skills, written and oral is a must have
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Exposure to Finance ie Budget Control, Project Pricing Proposals.
- ITIL professional will be preferred
- Good experience of Troubleshooting tools, preferred tool ServiceNow with CMDB module
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Ability to make difficult decisions in a fast-paced environment
- Eye for detail and a self-motivating working attitude
Project language: German, English
Project location: Hamburg, on site
Project start: ASAP
Duration: 6 months with option to extend
If you are interested in this project, please send your CV, your hourly rate and the date of availability to (see below)
Looking forward to your application