IT Service Desk Manager

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Within the IT Operations area of Axa Partners Europe, the ServiceDesk Manager is responsible for overseeing the helpdesk support team to provide excellent and exemplary technical support to the organization.

The ServiceDesk Manager will be accountable for the Workplace and End-User Services infrastructures’ operations and ensures they run with expected levels of performance, security, and quality according to business needs and objectives.

**DIMENSIONS OF ROLE**

AXA Partners aims at becoming AXA Group preferred networks & service company and a powerhouse for partnerships development as a founding entity of AXA Partners. A key enabler for this business transformation will be the Service Desk Manager in charge of delivering and maintaining IT Workplace and End-User services for all entities within the region.

As part of the IT Operations Team, the ServiceDesk Manager owns a portfolio of IT Solutions and end-user services that support business operations. He / She leads the helpdesk technical team to provide effective customer technical support services.

In partnership with business units, IT team, operations, HR, security, BCM and ITSCM areas, the role holder ensure delivery expectations are met (on time, on cost, on scope, on quality) and workplace solutions are aligned against defined technical architectures, best practices, group standards and security guidelines.

He / She will monitor the service operation with the outsourcing partners, providers, and IT helpdesk team to ensure that workplace services meet business needs.

Key metrics of the job:

- Estimated number of users to support: 1.300, including VIP at C-Level
- Estimated number of IT Solutions and services to manage: 10 to 20
- Estimated budget under responsibility: between 200K€ to 400K€ (BAU + projects)
- Workplace and End-User services landscape:

- Hardware (laptops, desktops, peripherals, mobile devices)
- Fixed (Avaya) and Mobile Telephony (iOS & Android)
- Windows Ecosystem (Windows Client & Active Directory), Microsoft Office Applications, O365 Collaborative platform, Antivirus, SCCM, MDM
- Company specific solutions (Oracle, Local CMS, VPN, etc.)
- Total size of team to manage including external: 5-10 people

**Warning**: those figures are indicative.

**KEY RESPONSIBILITIES**

1) Manage operationally the delivery of Workplace and End-User Services BAU and Projects
- Plan and deliver IT roadmap on his/her perimeter.
- Ensure Axa Partners’ workplace and end-user services are performing securely and efficiently within agreed metric.
- Manage & optimize the BAU and project budget on his/her perimeter.
- He / She validates that IT policies utilize best practices, standards and are efficiently documented.
- Oversee business’ requests, incidents, and problems. Manages and coordinates urgent and complicated support issues.
- Support and assist the team on the troubleshooting of technical issues on-site and remotely, including diagnosing incidents with computer software, peripherals, hardware, and company specific solutions (i.e: MS O365 solutions).
- Develop an effective and workable framework for managing and improving customer IT technical support in the organization
- He / she supervises the lifecycle of the workplace related technologies, including accurate inventories control.
- Follow-up with customers, provide feedback and manage problems end-to-end
- Maintain quality of service by enforcing organization standard such as Change Management, Incident, Problem and Asset Management.
- Provide KPIs and reports on business demand and project progression, attention/decision points.
- Preserve assets availability by implementing disaster recovery and contingency solutions.
- Create and maintain 7*24 environment assuming strong SLA on workplace and end-user services support.
- Manage external partners and oversee relationships to ensure first class IT services.

2) Contribute to the applicative strategy on his perimeter
- Maintain organization’s effectiveness and efficiency by defining, delivering, and support strategic plan for implementing information technologies.
- He / She develops objectives and strategies for the delivery of IT workplace related (both hardware and software) within the company.
- He / She maintains information technology strategies by managing staff, researching, and implementing technological strategic solutions.
- Proactively conduct technology research and provide new technologies and methods utilization proposals.
- The role aligns the workplace and end-user services within the organization with to the overall company strategy and core company competencies.

3) Leading a team of IT Professionals
- Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.
- Leading and IT Team towards Global IT vision
- Mentor and coaches IT professionals within the organization.
- Define operating model / frameworks, capacity planning and res