IT Service Desk Lead

il y a 4 semaines

Paris, France Adevinta Temps plein

We are excited to announce a new opportunity for an IT Service Desk Lead to join our dedicated team. You will ensure smooth IT service delivery to Adevinta internal end-users. 

You will manage together with 2 more leads the Service Desk function across multiple Adevinta locations, reporting to the Senior Manager Site Operations inside our Enabling Platforms and Shared Services department.

You will be responsible of your team (6 to 8 people) across different office locations, leading and motivating teams through remote management. We ask that you have management skills, technical proficiency and a focus to providing IT support to Adevinta.

What you'll do:

  • Service desk Management:

    • Lead and supervise your Service Desk Team, ensuring resolution of IT incidents, service requests, and inquiries inside Service level agreement (SLAs).

    • Promote Servicedesk procedures in collaboration with your peers across the other, European countries, to streamline operations and improve service delivery standards and efficiency.

    • Incident Resolution:

      • Oversee the triage, prioritisation, and resolution of IT incidents, ensuring adherence to SLAs and minimising downtime for end-users.

      • Be the escalation point for complex or high-priority incidents or problems, providing guidance to resolve issues promptly.

      • Customer Support:

        • Maintain a customer-centric approach to service delivery, ensuring that end-users receive prompt and excellent assistance from the Service Desk team.

        • Build relationship within the local business and decision makers (e.g. Event Planner, VIP assistant, Office Managers, Facility Management) to stay on top of the local demand and IT support requirements

        • Performance Monitoring and Reporting:

          • Track Service Desk performance metrics, including ticket volume, response times, resolution rates, and customer satisfaction scores.

          • Generate regular reports and dashboards to communicate Service Desk performance to partners and identify trends or areas for improvement.

            Who you are:

            • Bachelor's degree in Information Technology, Computer Science, or a related field.

            • Experience (5 years) in Helpdesk management or IT support roles, with a focus on delivering high-quality customer service.

            • Technical aptitude and familiarity with IT systems, networks, and software applications.

            • Problem-solving abilities and the capacity to succeed in a fast-paced basis.

            • Experience with Helpdesk software and ticketing systems.

            • Be a team-player and foster a collaborative environment across the entire Service Desk Team

            • Commitment to continuous improvement to process enhancements which are in sync with your peers and the global Service Desk team

            • Excellent English language skills. Local language in the country of application is a prerequisite for the role.

            • Open to travel 15 days per quarter.

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