Service Manager

The IT Service Desk Service Manager is responsible for escalation handling within IT Service Desk Operations. All necessary activities to get the escalated topic solved are coordinated by Service Manager. He/she ensures that escalated topic is documented properly to fulfill reporting requirements. Further needed support units as well as management will be involved by him/her. Responsible for onboarding new or changed support to the ITSD.

Responsibilities:

• Responsible for the escalation management regarding ITSD topics, incl. support of decision making, risk management and prioritization  
• Responsible for the management and coordination of service support dependencies and escalations.
• Onboard new / changed support requirements to the ITSD, including appropriate Knowledge articles KA’s are created, and proven, suitable knowledge transfer has been made to the ITSD and that the appropriate 2nd / 3rd level Resolver groups are established and have a clear understanding of their responsibilities
• Track and report on SLA / KPI performance of the ITSD for the service or services in the portfolio that this position is responsible for  
• Continuous process improvement of the support activities
• Support to ensure appropriate reporting and notifications to regional key stakeholders and that key performance indicators are measured and reported
• Lead and facilitate postmortem / deep dive investigations into high impact incidents, take ownership to drive root cause investigation, risk mitigation, and ensure a permanent resolution is executed
• Communication with Application Owners in a courteous and professional manner
• Resolution of complex incidents and incidents not only resolvable by SOP’s
• Coordination with Resolver groups for complex issues or if an SLA breach is imminent 

Requirements:

• 2+ years relevant work experience
• 5+ years of experience of ITIL Service Desk operations
• Ability to interact with employees at all levels
• Knowledge of escalation management and service desk operations
• ITILv3 or v4 Foundation certification
• Strong analytical and problem-solving skills to resolve technological problems
• Excellent organizational, communication, and problem-solving skills and a proven under-standing of IT business needs and knowledge of IT industry standard best practices
• Excellent Microsoft Office Skills
• Fluent in English language skills (verbal & written)
• Strong understanding and openness for different cultures