Service Desk Operations Manager
Endava
Cluj-Napoca, Romania
4 zile în urmă

Responsibilities

The Team Manager Service Desk will be responsible for a broad range of professional activities in a variety of contexts, within the team part of the Infrastructure and Operations department in the Endava’s InternalTech Delivery Unit.

  • Assist in the daily running and management of our Service Desk through the effective use of resources
  • Monitor internal service delivery targets as well as planning areas of improvement or development
  • Develop and implement ticket handling and escalation policies and procedures
  • Develop and implement team and inter-team workflow processes
  • Be an escalation point and provide coordination and support for the Service Desk during high severity incidents
  • Maintain the skills and competencies of personnel
  • Evaluate employee job performance, through goal setting and performance appraisals
  • Drive completion of service acceptance, technical assurance, and handover process from the Transition to the Operations functions.
  • Act as the interface between Service Delivery teams and other Internal Tech IT teams for day-to-day operations
  • Qualifications and Experience

  • Demonstrated knowledge of IT Service Management best practices (ITIL V3 / V4)
  • 2 years of previous experience in people management
  • Strong written and verbal communication skills in English
  • Ability to work according to strict deadlines and manage various demands
  • Experience in managing major incidents with demonstrable understanding of both business and service impact in a global organization
  • Very good analytical skills
  • Time management and prioritization skills

    Good interpersonal skills with demonstrated experience in liaising with colleagues at all levels and across multiple business and technology units, and external parties

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