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Manager IT End User Support

Manager IT End User Support

Cargolux Airlines International SAMerzig, DE
Vor 12 Tagen
Stellenbeschreibung

Task Responsibilities :

  • Ensuring the smooth operation of end user IT support services.
  • Leading and managing the IT service desk and IT technicians team to meet IT service level and ensure high-quality support
  • Managing and coordinating urgent and complicated support issues, and acting as an escalation point for all requests and incidents
  • Developing and maturing phone / ticket escalation processes to ensure efficient information flow within the organization
  • Training plan for the entire team, coaching, and mentoring of the team leads, including career development
  • Monitoring support system indicators and managing communication for outage / emergency activities to the organization
  • Serving as the primary point of contact for internal customers and external IT users
  • Managing expectations, and ensuring customer satisfaction
  • Potentially manage vendor relationships to meet daily operational needs
  • Enhance the quality of IT support
  • Be responsible of the IT end user incident response

Essential Requirements For The Position :

  • Educational Background and Experience :  Bachelor’s / Master Degree in Information Technology, Computer Science
  • Experience : Proven work experience in IT support services management or a similar role
  • IT Service Management (ITSM) : Knowledge of ITSM frameworks and practices, including incident, problem, change, and asset management
  • Expert with help desk software, remote control, and ticketing systems
  • Ability to lead, train, and mentor service desk staff
  • Setting performance targets and evaluating team performance
  • Communication Skills : Excellent verbal and written communication skills to interact effectively with clients and team members
  • Problem-Solving and Analytical Skills
  • Being pro active
  • Fluent in English - any other languages will be considered as an asset

    • Working Conditions :

  • Permanent full-time position based in Luxembourg.
  • The candidate will work in a Agile, friendly innovative but operational Azure only environment in a young and dynamic team.
  • Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
  • It is expected that during critical incidents the candidate can commit to resolve the incident to the end if required.
  • Valid car drivers license required.
  • A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.

    • Some of the benefits we offer :

  • Flexible working hours and a work from home policy
  • Annual bonus scheme based on performance
  • Company car lease program
  • 27 vacation days and additional 4 special paid-off days (incl. annual vacation allowance)
  • Numerous discounts in the wider region as well as selected travel discounts
  • Trainings and career mobility opportunities within the various departments
  • Onsite parking and canteen (with subsidized meal vouchers)