IT Service Desk Team Manager (m/f/x)

For our department *IT Service Desk*within General Services, we are looking for a (an):

*IT Service Desk Team Manager (m/f/x)*

*Main duties:*

• Manage, plan and lead the dedicated staff, by giving clear instructions about planning, priorities and deadlines


• Be responsible for the correct execution of the IT Customer Services activities, following strictly the defined rules, policies and procedures


• Be responsible for the existence and correctness of all related documentations


• Propose corporate compliant solutions based on user software and/or hardware requests


• Increase and improve ITSM knowledgebase for IT support processes and end\-user support articles


• Actively participate in the IT Infrastructure management meetings, in order to define

department vision, strategy and activities and give necessary input during budget preparation

• Participate in continuous improvement and write appropriate guidelines where required


• Participate to IS\&O related projects


• Occasionally provide an administrative support in the scope of the activity


• Capture and report on important performance indicators, trends and SLA/OLA compliance based on the activities in the ITSM tool.


• Improve first\-call resolution and reduce incident backlog.


• Stock management for the service catalog items


• Act as escalation point for major incidents and complex issues.


• Ensure proper ticket lifecycle management and documentation.


• Lead, coach, and develop Service Desk Agents.


• Foster a customer\-centric and continuous improvement culture.

All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.

*Required profile:*

Minimum required criteria

• Be holder of a bachelor degree “BAC\& 3” in Information Technology or equivalent

combination of education and experience in a similar position

• Show strong leadership and organizational skills


• Show a good sense of priorities


• Good knowledge of state\-of\-the\-art office hardware and software, incl. mobile data

management and new technologies

• Show structured approach in analysis and documentation


• Be accurate, detail oriented and reliable


• Demonstrate customer orientation and as an role model


• Show basic knowledge of the ITIL Framework


• Be familiar with standard office applications


• Show excellent communication skills in English (spoken and written) as well as good skills in German or French


• Have good presentation skills

Desired or to be acquired criteria

• On\-the\-job training according to the attached table


• Be able to work team\-oriented and independently


• Must be able to learn, understand, and apply new technologies


• Show a strong ability to communicate at all levels, both inside and outside the company


• Show user skills in the tools used in the department


• Demonstrate a good sense of urgency and flexibility


• Be able to deliver results within defined timeframe;


• Maintain the strict confidentiality of the data

The ideal candidate

• Knowledge of Luxemburgish or any other language is considered as asset

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