Purpose of the role:
The purpose of this role is to lead and manage the IT Service Desk function within the business. Assume overall responsibility for the performance and continued development of the Service Desk, ensuring compliance with contractual obligations.

Qualifications

  • Bachelor’s degree in Computer Science or related field required
  • At least 5 years of experience in a technical support role with a minimum of two years as an IT department manager required.

Terms
Human ressources

  • Coaches and supports the Service Desk Analyst and Desktop Support team
  • Daily team performance management
  • Documents Teams Personal development plans
  • Communicate regularly with SD team and general IT operations
  • Ensures that all HR policies and procedures are adhered to
  • Lead by example by living the values ​​of the organization
  • Ensures IT SD is fully equipped to handle workload and distribute workflow
  • Coaches to ensure a full understanding of the consequences of mistakes
  • Continue to create and maintain an environment that promotes teamwork and cooperation among team members
  • Communicates effectively, builds and maintains relationships
  • Ensures ongoing compliance with company policies and procedures, corporate governance and relevant legislation

Customer relationship

  • Manages all IT-related issues, internal and vendors
  • Ensures operational delivery meets contractual obligations
  • Provides information and participates in computer benchmarking sessions

Reports and Administration

  • Provides relevant internal and external reports in accordance with business unit requirements
  • Analyzes company data identifying and highlighting trends to the management team
  • Compile ad hoc reports as needed
  • Analyzes operational data and takes relevant action
  • Monitor the IT infrastructure through the third-party tool and report any outages to the relevant resolver groups.
  • Permanent staff and subcontractors on board and off board.
  • Manage computer equipment, control inventory, issue and place orders for new equipment.
  • Ensures that Service Desk Analyst timesheets are completed accurately and submitted in a timely manner
  • Manage the relationship with third-party suppliers
  • Manage and report on business functions assigned to the Service Desk

Purpose of the role:
The purpose of this role is to lead and manage the IT Service Desk function within the business. Assume overall responsibility for the performance and continued development of the Service Desk, ensuring compliance with contractual obligations.

Qualifications

  • Bachelor’s degree in Computer Science or related field required
  • At least 5 years of experience in a technical support role with a minimum of two years as an IT department manager required.

Terms
Human ressources

  • Coaches and supports the Service Desk Analyst and Desktop Support team
  • Daily team performance management
  • Documents Teams Personal development plans
  • Communicate regularly with SD team and general IT operations
  • Ensures that all HR policies and procedures are adhered to
  • Lead by example by living the values ​​of the organization
  • Ensures IT SD is fully equipped to handle workload and distribute workflow
  • Coaches to ensure a full understanding of the consequences of mistakes
  • Continue to create and maintain an environment that promotes teamwork and cooperation among team members
  • Communicates effectively, builds and maintains relationships
  • Ensures ongoing compliance with company policies and procedures, corporate governance and relevant legislation

Customer relationship

  • Manages all IT-related issues, internal and vendors
  • Ensures operational delivery meets contractual obligations
  • Provides information and participates in computer benchmarking sessions

Reports and Administration

  • Provides relevant internal and external reports in accordance with business unit requirements
  • Analyzes company data identifying and highlighting trends to the management team
  • Compile ad hoc reports as needed
  • Analyzes operational data and takes relevant action
  • Monitor the IT infrastructure through the third-party tool and report any outages to the relevant resolver groups.
  • Permanent staff and subcontractors on board and off board.
  • Manage computer equipment, control inventory, issue and place orders for new equipment.
  • Ensures that Service Desk Analyst timesheets are completed accurately and submitted in a timely manner
  • Manage the relationship with third-party suppliers
  • Manage and report on business functions assigned to the Service Desk

Desired skills:

  • technical support
  • Service Desk Manager
  • • Coaches and Supporters

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