Beschreibung
Projekt-ID: 1618Description:
The Service Desk Team Lead is responsible for the management of the day-to-day Incident and Problem Management (IM/PM) operations for EMEA and APAC. Common activities include driving and monitoring process efficiency and effectiveness, reporting relevant information, managing the work of the Service Desk and Problem Management support staff, and various escalation activities. At times of high call volume, the shift lead will also play the role of service desk analyst.
Essential Duties and Responsibilities:
- Establishment and lead of a distributed, ITIL organized Service desk in EMEA / APAC
- Service Management following the Business SLA's as delivery model and framework for Service Desk operation
- Functional leadership for the team in terms of the Service desk Operations and activities
- Service Monitoring and effective incident notification for Staff and Business
- Documentation of Procedures and Standard operations
- Quality Management of the Service Desk operations and Processes
- Tight collaboration with the Service Desk Lead in US / California
- Standard solutions for the client and desktop landscape in the HID Network
- Asset- and license lifecycle Management for Software and Hardware
- Effective Hard and Software distribution in all serviced locations
- Service management for Phone infrastructure and mobile devices
Required Knowledge / Experience:
- 5+ years of professional service desk leadership and organization
- Service Desk Certification following the EFQM standard is beneficial
- Experience in the organization of distributed Service Teams
- Very good knowledge of global and complex IT Infrastructures
- Very good knowledge in ITIL Framework with a Foundation certification as minimum requirement, Service Manager is beneficial
- Very good understanding of Service Desk Applications and Service Desk Reporting
- Strong Customer focus with the experience in translating requirements into IT Infrastructure solutions
- Good capabilities of sustainable project and task management
- Experience in asset- and license lifecycle management
- Good knowledge in Microsoft Client operating systems and Client Applications
- Travel and fieldwork including international travel, therefore employee must possess or can acquire a valid Passport
- High level of verbal and written communication and documentation skills in German and English language
Beginn: asap