IT Support Manager - Heerlen
Our international client based in Heerlen is currently looking for an experienced IT Support Manager with hands-on technical experience.
We are seeking a dynamic and proactive IT Support Manager to lead our Heerlen IT Service Desk team. You will play a pivotal role in ensuring the smooth operation of our IT support services.
Responsibilities:
- Service Desk Oversight: Provide hands-on supervision of the IT Service Desk, overseeing all processes, including service requests, incidents, and escalations. Mentor and guide the team to excellence.
- Collaboration: Act as a liaison between IT users, IT support teams, and third-party providers to resolve incidents within SLA and KPI targets, escalating when necessary.
- Stakeholder Relations: Maintain strong working relationships with key stakeholders, fostering a collaborative environment for effective IT support.
- Technical Expertise: Provide high-level IT support across various end-user technologies, showcasing your leadership, communication, and technical skills.
- Incident Coordination: Efficiently coordinate IT incidents and requests, ensuring they are resolved while leading investigations involving internal and third-party IT teams.
- SLA Management: Ensure all incidents and requests are managed within relevant service level agreements (SLAs), including customer or internal escalations.
Key Skills and Experience:
- Incident Management: Skilled in incident management and SLA handling.
- Attention to Detail: Excellent attention to detail and organizational skills.
- Communication Skills: Excellent written and verbal English communication skills.
- Autonomous: Able to work independently and make decisions.
- Calm Under Pressure: Maintain composure and positivity under pressure.
- Problem Solver: Demonstrate a methodical approach to data analysis and problem-solving.
- Stakeholder Management: Exceptional stakeholder and customer management skills.
- ITIL experience
- Good working knowledge of Microsoft Windows, Office Packages, LAN/WAN, IP Telephony, Application Support
- Working Hours Monday - Friday 8 am-5 pm (1 hour lunch)
Benefits:
- Excellent Training and Career progression
- Company discount card
Interested? Please Click Apply Now!
IT Support Manager - Heerlen