122 days ago on edelway.com

End User Services Manager

Edelway AG

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End User Services Manager

End User Services Manager

IT End User Services / Service Desk Manager

Edelway is a Swiss leading IT services company.

On behalf of our global client based in Geneva we are actively looking for an End User Services Manager to join them on a long term basis.

This is a long term opportunity, Edelway can offer you a permanent or a contract opportunity.

Start: ASAP


* Plan, organize, lead and manage the IT operations staff for: infrastructure, service desk, end user services (virtual and managed clients), packaging.
* Documenting, developing and improving the operational guidelines (KPI reports on services and solutions performances)
* Ensuring the Services availability as specified in the SLAs.
* Ensuring the SLD/SLA (check for waiting tickets, urgent tickets …).
* Track procedures enabling to the Group IT Service Desk (GSD) team to work efficient
* Manage the global field support (service desk, VIP support, help desk)
* Manage external partners
* Provide leadership for delivery of 24/7 service operations and KPI compliance.
Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT operations

Your profile

* Bachelor or Master's degree IT or equivalent
* Deep knowledge of IT service aspects such as SLAs/KPIs, business process monitoring,
* At least 8 years' work experience in leading an Service Desk,IT Support globally
* Strong technical IT knowledge in domains network, operating systems (MS Windows servers and workstations), databases, storage, virtualization
* Proficiency in English, and French ideally
* Willingness to travel globally
* ITIL foundation experience
* Strong communication skills, able to communicate on all levels

If this sound like your next challenge, please send me your CV (stephanie@edelway.com) or call me on +41 58 717 7034 and I will call you shortly to discuss it further.

Keywords: ITSM, SLA, Infrastructure operations, Infraops, service desk, management, EUS, KPI, Team Management, mail services, French, francais, Suisse Romande, VIP suppport,
Reference :J3739Contract :ContractStudies level :Bachelor
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