IT Service Desk Manager recruitment

The Company
Our Client is the world's leading international healthcare, medical assistance, and security services company. They help organizations manage the health and security risks facing their international travellers and expatriates

The Role
You will be managing the provision of first level IT support services in a high availability, 24/7 business environment, ensuring the quality of overall service delivery by the Service Desk team to the global organization, within agreed framework, SLAs and KPIs

Drive a program of continuous service improvement to support the ongoing growth and expansion of the company

The overall role of the global IT Service Desk includes: Act as the Single point of contact (SPOC) between internal users around the world (72 countries) and IT Operations teams (corporate regional); Handle incidents and requests; Provide advice, guidance and rapid restoration of normal services; Drive and improve service to and on behalf of the business

You will have some specific Responsibilities Regards, Operations Management, Process Management and People Management

Your Profile
- You need to get at least 5 - 7 years experience in IT Support, with at least 3 years as a Service Desk Manager
- Demonstrated commitment to the provision of excellent customer support and delivery of agreed service levels
- Detailed understanding of Service Desk/Incident Problem Management process, including ITIL framework
- Demonstrated leadership and change management skills
- Ability to identify people development requirements and identify required programs
- Ability to work autonomously within targets and deadlines and to display customer empathy
- Good oral and written communication skills
- People management within a shift environment
- Ability to identify and report ongoing opportunities for service improvement.
- Relevant tertiary qualifications
- May hold professional qualifications such as ITIL and MCP

Apply Today
Please send your resume, in WORD format and quote reference number PFV8708, by clicking the apply button. Please note that only short-listed candidates will be contacted.