Service Desk IT Operations Manager

Job description

Job Description: Focus: Operational Management of the Service Desk Your Responsibilities: Technical Leadership of the Service Desk: Operational management of the Service Desk and ensuring personnel readiness. Performance Management: Monitoring of Service Desk KPIs and ensuring that work packages are delivered according to Service Level Agreements (SLAs). Stakeholder Management: Regular exchange with IT Service Managers in Germany to align strategic goals. Process Optimization: Identification of efficiency potential within the Romanian team for cost reduction. Onboarding and Training: Responsibility for knowledge transfer and the further development of local experts. Continuous Improvement: Conducting regular service reviews and identifying efficiency improvements in the team. Resource Planning: Ensuring coverage of critical service times (On-Call/Shift-Planning). Knowledge Management: Knowledge management includes knowledge transfer, Service Desk knowledge management, and Shift Left strategies. Your Profile: Several years of experience in leading IT teams in a shared-service environment. Sound ITIL knowledge (Expert or Managing Professional Level). Excellent communication skills in...