Beschreibung
um uns kurz vorzustellen:die expertplace networks group AG versteht sich als ein Consulting-Unternehmen mit den Schwerpunkten in der Analyse, dem Konzipieren sowie Einführen von komplexen IT-Prozessen und modernster Technologien sowie der Personalvermittlung.
Je nach Anforderung unseres Kunden unterstützen wir ihn hier mit Freelancern oder bei der Besetzung einer Position in Festanstellung. Aktuell suchen wir für ein Projekt einen Desktop Support Manager nach Karlsruhe.
Summary of Position with General Responsibilities:
The Desktop Support Manager is a hands-on position that provides technical leadership and expertise in the Desktop Support team. The incumbent will serve as the functional manager and senior technical expert for the team, acting as a liaison for support activities to the business communities the group serves.
The Desktop Support Manager is responsible for the effective provision of end user desktop support services for Bard’s Central Region internal customers and the provision of Tier-1 (helpdesk) and Tier-2 desktop support across seven sites and approximately six hundred and fifty Windows workstations and laptops.
Essential Job Functions:
• Responsible for ensuring users are provided with efficient and timely first and second level
support
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and
on-call support as required
• Prioritizes support activities according to business needs and service level goals
• Oversees the problem escalation process for local support tickets
• Provides staff support for administrative tasks and IT projects
• Responsible for full lifecycle management for end user devices
• Oversees the regional implementation of IT standards and procedures
• Ensures close working practices with other IT functions in Europe and America
• Establish and maintain outsourcing contracts for the provision of support services to remote
sites.
• Perform a detailed review of the effectiveness of regional desktop support services and
provide recommendations to improve services
• Conduct effective supplier relationships
• Identify and coordinate a training programme for the desktop support team
• Drive service level metrics within the support team
• To create a monthly service report for management
Basic Qualifications:
• Demonstrable customer service experience in a busy IT orientated service environment.
• Excellent communication skills and a proven ability to build successful working relationships
• Proven experience of managing IT services in a business facing role
• Ability to effectively supervise and leverage resources across area of responsibility
• Proven experience of managing a relationship with supplier of outsourced services
• High level understanding of technical infrastructure
• Detailed knowledge of Microsoft office and communications products
• Good level of spoken and written English
Additional Desirable Qualifications Skills and Knowledge:
• Any experience of working within the IT Healthcare industry would be beneficial
• Experience working in a regulated industry
• Experience with validation procedures and reporting.
Education and/or Experience:
• Bachelor’s degree in information technology, or related field or equivalent experience;
• 4 - 6 years experience working in an IT Helpdesk environment
• Advanced knowledge of Windows XP, Windows 7 and Microsoft Office and communications
products
• Detail oriented and deadline driven
Physical Demands:
• Some physical requirement may be necessary, as required to set up end-user computing
devices and other peripherals
Location: Karlsruhe
Languages: English + German (fluently)
Continuance: 6 months
Start: asap
Sollten Sie Interesse haben, freuen wir uns sehr auf Ihre kurzfristige Rückmeldung unter der Referenznummer „1785“, um weiteres abzustimmen. Bitte senden Sie uns bei Nennung des frühestmöglichen Eintrittstermins Ihr Profil, Ihren Tagessatz allin und eine Telefonnummer, unter der wir Sie erreichen können.
Mit freundlichen Grüßen
i.A. Sebastian Bach
expertplace networks group AG
Oberländer Ufer 186
50968 Köln
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