Our client a well-known tech company with a global presence is now looking for a IT Service Desk Manager with location in Vilnius Lithuania. The job requires you to have a large experience of service delivery and transition projects a high degree of cultural sensitivity and excellent communications skills requirements critical for the role.
Key Area of Responsibility
• Customer (internal and external) satisfaction
• Service improvements
• SLA achievement/ escalated support
• Profitability improvements
• Attrition through people development and motivation
• Operational leadership for day to day delivery
Direct supervision of IT Support Team Leaders providing direction to Team Leaders helping them to achieve business and personal objectives. Hold regular 121s set objectives and monitor progress focusing on development and motivation.
Work closely with internal and customer/partner delivery teams to manage and increase the first call resolution end-user service satisfaction service and financial performance and customer service perception. Review resource and shift plans to ensure optimum usage of available resources while ensuring current operations and future growth is supported.
Ensure delivery process including escalation and communication management meet the needs of the business providing timely and business focused updates regarding serious issues. Ensure that escalation routes are clear and known by the business and manage escalations through to successful conclusion. Own escalations with respect to overall and long-term issues with delivery quality or performance.
Implement company standard operational procedures. Working closely with delivery teams to implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction.
Review service performance metrics and KPIs for on-going effectiveness. Provide regular reports of performance against the targets and other measures to service owners and manage the team to meet agreed performance targets. Conduct regular customer reviews of delivery recording all actions and ensure successful closure of actions.
Directly support the transition and stabilization of new projects through Due Diligence and Service Transition to Hand-Over. Additionally develop capability and skills within teams to support new projects and service opportunities.
Permanent employment with Benefits.
2500| Blackapple Solutions Ltd