Help Desk Manager

Job Description

Quelle sera votre contribution et comment vous épanouir dans ce poste ?<p><br></p>The IT Service Desk Manager will be delivering on the following scope of services:<p><br></p>Service Desk operations<p><br></p>On-site support<p><br></p>End to end IT request management<p><br></p>Asset Management<p><br></p>Google Suite/Workplace and collaboration Services and Devices<p><br></p>Managed Devices (Windows and Chrome)<p><br></p>Connected workspace devices (Chromeboxes for meeting, Digital display, office management tools)<p><br></p>PC Software Packaging and Distribution – Windows Image and softwares<p><br></p>Managed Print Services (Canon &amp; Xerox)<p><br></p>Vendor management (Global vendors in IT)<p><br></p>The IT Service Desk Manager will be responsible for the following main areas of focus:<p><br></p><ul><li>Service Desk Operations</li><li>Service Delivery and Financials</li><li>Strategy and Roadmap</li><li>Vendor management</li><li>This role will be required to manage, coach, mentor, motivate and appraise a team of Service desk staff located in different geographies within Africa Middle East and India zone. The process of upskilling the team on new and current services will be part of the manager’s duties in collaboration with Global teams.</li><li>This role will be an escalation point between Air Liquide IT Global Operations and Hub regional IT Forces and ensure communication as a strength of operations.</li><li>This role will be responsible for the on-boarding of new End User Services delivered within the zone by either the Global IT Operations or as required by the customer through an internal demand management process.</li><li>Monitoring, reporting and presenting on operational performance to the Global, Hub and Entity teams will be required.</li><li>This role will be responsible for the continual development and improvement of service delivery to the customer. The optimization and evolution of the service desk flows and ticket routing will be a continual activity.</li><li>The role will be accountable for HUB Specific strategy, roadmaps, service delivery, projects and financials related to End User Services (EUS).</li></ul><p><br></p>___________________<p><br></p>Etes-vous LA personne faite pour ce poste ?<p><br></p><ul><li>Significant experience building and managing service delivery teams.</li><li>Skilled in the development and use of scorecards to evaluate results according to service level agreements and related performance metrics/measurements.</li><li>Solid understanding of information technology as well as experience with IT outsourcing</li><li>Ability to manage employee and outsourcing vendor service delivery across virtual teams and multiple global geographies.</li><li>Experience with the IT Infrastructure Library (ITIL) framework</li><li>Must have extensive experience with ServiceNow or similar ITSM tool</li><li>Strong ServiceNow reporting capability ( SLA’s , Time Durations, Service based, Business Analytics)</li><li>Very good knowledge of all ITSM run processes (demand, incident, request, change)</li><li>Familiar with the latest technologies, trends, standards, products and applicability</li><li>Strong understanding of SLA’s &amp; performance targets</li><li>Experience with Google collaboration tools is a plus</li><li>Excellent verbal and written communication skills and excellent customer service skills</li><li>Language skills in French and English is required</li><li>Strong understanding of the service offer of his/her service line</li><li>Ability to understand P&amp;L</li><li>Demonstrated ability to innovate</li><li>Strong analytical skills that demonstrate sound judgment</li><li>Excellent decision making ability and problem solving skills</li><li>Able to work under pressure to ensure that strict timelines and deadlines are achieved</li><li>Strong presentation skills</li><li>Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines and KPI’s (Target SLA is 90% all the time on all priorities)</li><li>Excellent interpersonal skills and ability to function within a team</li><li>Able to work independently with minimal supervision</li><li>Demonstrated teamwork and collaboration in a professional setting</li><li>Strong interpersonal and team work skills</li></ul><p><br></p>Job Requirements<p><br></p><u>Education</u><p><br></p>Engineer or Master degree in IT Systems and Applications<p><br></p><strong>Experience</strong><p><br></p>IT Service Desk Operations: 3-5 years experience<p><br></p>Team management: 3-5 years experience<p><br></p>IT Governance: 5-10 years experience<p><br></p>Supplier Relationship management: 5-10 years experience<p><br></p><u>English</u><p><br></p>Fluent is a must<p><br></p><u>French</u><p><br></p>Fluent<p><br></p><u>Communication</u><p><br></p>Communication skills are critical so as to interact professionally with people from different cultures and backgrounds<p><br></p><u>Certifications</u><p><br></p>ITIL, ServiceNow, Power BI and IT certifications is a plus<p><br></p>Additional information<p><br></p>The candidate will be based in Tunis, Charguia II and will be covering the Hub of Africa, Middle East and India remotely from Tunis.<p><br></p><strong>Nos différences font notre performance</strong><p><br></p>Chez Air Liquide, nous nous engageons à créer un environnement de travail collaboratif et inclusif qui reflète la diversité de nos collaborateurs, de nos clients, des patients et de nos parties prenantes ainsi que des cultures à travers le monde.<p><br></p>Nous accueillons et considérons les candidatures de tous les candidats qualifiés, quel que soit leur parcours. Nous sommes convaincus qu’une organisation diversifiée permet à nos collaborateurs de révéler leur talent, à la fois individuellement et collectivement, et qu’elle contribue à renforcer notre capacité d’innovation en faisant vivre nos fondamentaux, en agissant pour le succès/la réussite du Groupe et en créant un environnement engageant, dans un monde en mutation.