Service Desk Operations Manager

il y a 4 semaines


Paris, Île-de-France Accor Hotels Temps plein

Service Desk Manager Role

The IT Service Desk Manager is responsible for the overall management of the Service Desk function, including the receipt, triage, escalation, and processing of IT support requests. This role also involves establishing procedures and systems to enable this and provide quantitative measures on performance.

Key Responsibilities:

  1. Manage the IT Service Desk function in line with the IT Service Management framework, including the receipt, triage, escalation, and processing of IT support requests and associated performance reporting.
  2. Establish, champion, and enhance IT service desk processes, standards, and policies with the goal of ongoing service improvement.
  3. Effectively manage the Service Desk teams, including recruitment, mentoring, training, target setting, and performance assessment.
  4. Ambassadorship for IT, working across the regions to provide effective communication on IT matters and build relationships with other teams.
  5. Develop and maintain a User Help Centre that will assist end users in process and quality management.
  6. Own the Incident, Problem, Change, and Escalation processes to meet service level agreements.
  7. Own the development of accurate documentation and Standard Operating Procedures (SOP) and End User QRGs for all systems under management.
  8. Monitor, control, and support service by ensuring systems, methodologies, and procedures are in place and followed.

Technical Expertise:

  1. Develop technical knowledge of Accor Plus systems and specialized knowledge in nominated areas as required.
  2. Other ICT tasks as required.


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