IT Service Desk Manager
hace 5 días
Job Title: IT Service Desk Manager
About Ebury: Ebury is a leading FinTech company that specializes in providing innovative financial services and solutions to businesses. We are committed to breaking down barriers and accelerating cross-border trade.
Job Summary: We are seeking an experienced IT Service Desk Manager to join our team in Madrid. The successful candidate will be responsible for leading a team of Service Desk Engineers and ensuring the delivery of high-quality technical support to our users.
Key Responsibilities:
- Oversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support is provided to users.
- Supervise, mentor, and develop Service Desk staff, fostering a culture of continuous improvement and professional growth.
- Develop and implement Service Desk policies, procedures, and processes to ensure alignment with ITSM best practices and company objectives.
- Manage the Service Desk team's performance, setting objectives, conducting performance reviews, and organizing training sessions as needed.
- Lead incident and problem management processes, ensuring timely resolution and minimal business impact.
- Create and analyze Service Desk reports to track trends, identify areas for improvement, and report on key performance indicators (KPIs).
- Collaborate with IT management and other departments to align Service Desk activities with broader IT strategies and initiatives.
- Coordinate with vendors and third-party service providers to ensure seamless support and problem resolution.
Requirements:
- Advanced IT methodologies
- Good level of Security and Networking principles
- Google Workspace
- Jira Service Management and Software
- Cloud telephony solutions
- Cloud networking technologies
Desirable Skills and Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- A minimum of 5 years of experience in IT support with at least 2 years in a supervisory or management role
- Certifications such as ITIL or similar are highly desirable
- Extensive knowledge of IT support systems and helpdesk software
- Proven track record of leading and managing teams in a dynamic environment
- Excellent communication and interpersonal skills, with an emphasis on customer service
- Strong analytical and problem-solving abilities
- Ability to work well under pressure and manage multiple priorities
- Experience with project management and service improvement initiatives
- Experience of working effectively within a team and collaborating with others to achieve shared goals
- Ability to produce management information reports from ITSM systems
- Experience of developing professional and effective working relationships with customers and key stakeholders
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