Job Location: 100% remote in Romania, availability to occasional travel in Germany
Role description:
The Help Desk & End-User Support Manager is responsible for overseeing all End User Support staff and ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
The End User Support Manager is also responsible for planning, designing, and analysing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
The Help Desk & End-User Support Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Help Desk & End-User Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
The Help Desk & End-User Support Manager will also be responsible for helping create the operational and capital budgets for the department, and development of the departments project management plan.
Key Responsibilities:
Team Management: Recruit, train, mentor, and manage the performance of support staff, ensuring effective workload distribution.
Service Operations: Oversee daily help desk operations, monitor ticket queues, and ensure adherence to service level agreements (SLAs).
Process Improvement: Develop and implement help desk policies, procedures, and
workflows to enhance efficiency and customer satisfaction.
Technical Oversight: Ensure timely resolution of hardware and software issues by staff, providing escalated support and hands-on assistance when necessary.
Performance Monitoring & Reporting: Track key performance indicators (KPIs), analyse service desk data, and provide reports to IT management on performance and trends.
Customer Satisfaction: Ensure a high level of customer service quality and handle high-priority incidents and customer complaints.
Budget & Resource Management: Contribute to the creation and management of
departmental budgets and manage help desk software and tools.
Documentation & Knowledge Base: Maintain up-to-date documentation and knowledge bases for the support team. Ensuring that all legal, company, health and safety and audit requirements will be fulfilled.
Collaboration: Liaise with other IT departments to align support efforts with broader business and IT goals. Support tasks for other IT areas and countries (e.g. Groupwide software or for projects)
Profile :
- Leadership: Strong leadership and team management skills are essential for guiding and motivating the support staff.
Technical Expertise: A solid technical background with knowledge of common IT systems, hardware, and software.
Communication: Excellent verbal and written communication skills for interacting with users, staff, and management.
Problem-Solving: Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
Organizational Skills: Strong organizational and project management skills to manage multiple tasks and initiatives.
Education: bachelor's degree in computer science, information technology, or a related field, along with relevant experience.
Language: English and German is a must
