注意 本网站不推荐使用internet explorer浏览器。请使用其他Web浏览器以获取更好的体验。

IT Global Service Desk Manager F/H

已发布
客户支持 Colomiers , 芬兰 无固定期限合同 全职 硕士文凭 3年以上 英语 熟练
已发布

工作描述

The Global Service Desk Manager is ultimately responsible for the service level of all PCs, peripherals and printers as well as the response to clients who use PCs or network services. The Service Desk Manager directly oversees Tier 1 employees in their respective regions regardless of location. The Service Desk Manager reports to the Global IT Support & Services Director. It is imperative that the Service Desk Manager remain an authoritative technical resource able to handle escalation and ensure quality on all deployed client technologies.
Responsibilities:
 Responsible of local IT Support to Safran Cabin Employees for their: PCs, Phones, Printers, Shopfloor … His team composed by local IT Support Analysts has to be the first focal point for end-users.
 Responsible of the Safran Cabin ticketing system and making sure that all tickets process are up and running under group processes.
 Support on the run time quality of the datacenters which are under SysOps responsibility.
 Support transformation teams on the execution of system transformation designs. This includes on-premises system consolidation as well as transformation out to cloud structures (IaaS, PaaS and SaaS).
 Manage the handoff of transformed systems on production on Datacenters; ensuring quality and non-disruptive placement.
 Responsible for the establishment of KPIs for ticketing system and regional IT support performances.
 Support on a fast and efficient DC & hosting recovery for good business continuance over Cabin locations.

补充说明

Activities:
 Daily operations management of Clients IT Support.
 Support SysOps/Transformation teams on datacenters and transformed cloud infrastructures as future hosting solution.
 This includes all locations hosting and Databases perimeter.
 Make sure of the alignment of branch DC operations with industry standards (ITIL, devops, etc.) as well as relevant Safran Group standards.
 Major Datacenters (Hosting & Databases) incident oversight, ensuring impact to business is minimized wherever possible through reactive technical actions and coordination.
 Exposure of service cost drivers on hosting & databases, enabling the business to make informed decisions on consumption.
 Support on Oversees all audit requests over Datacenters, ensuring accurate data is readily at hand.

Team Management
The Global Service Desk Manager is responsible for nominating candidates for hire, assisting with career development for existing team members and documenting performance issues relating to any team member needing corrective measures. The Global Service Desk Manager will conduct semi-annual performance reviews for all team members. In addition, the Service Desk Manager is to foster a team spirit, avoiding all site level customization. Rogue operations or asset assignments are strictly prohibited and this prohibition will be enforced by the Service Desk Manager.

Project Management
The Service Desk Manager is required to balance resources needed for Help Desk operatio

工作要求

Associate or undergraduate degree in related field and/or 4+ years in a similar role.

Qualifications:
• Sense of urgency (we are the face of IT and the single point of contact. Everything flows through us so we need to be reactive and advocate for the client)
• Excellent customer service skills
• Excellent communication skills
• Knowing how to handle difficult situations and always remain positive and satisfy the clients within the scope
• Availability to travel within region (can be planned or unplanned)
• Ability to manage in a neutral manner. Put aside own culture and find a common ground that applies to all.
• Ability to handle multiple things and be adaptable
• Focus on macro level instead of micro level management
• Meet deadlines (inform manager ahead of time if delays are anticipated)
• Reliable
• Trustworthy
• Ability to develop professional relationships with the business – Excellent inter-personal skills

logo safran

赛峰集团(Safran)是一家国际高科技集团公司,业务范围涵盖航空(推进、设备和内装)、防务和航天领域。其核心宗旨是致力于构建更安全且可持续发展的世界,让航空运输更加环保、舒适和便利。赛峰集团业务遍及全球,拥有76800名员工,2021年营业额为153亿欧元。单独或是通过合作,赛峰集团在其核心市场占据全球或地区领导地位。赛峰集团在其技术创新路线图中承诺将大力开展以环境为主导的研发项目。

赛峰集团在2021年被“福布斯”杂志评为该行业的全球第三最佳雇主。

赛峰客舱公司在客舱内装设计、餐饮系统和货运设备方面处于全球领先地位。

76,800
名员工
27
赛峰集团经营所在国家数量
35
职业类别
  • © Safran