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.
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.
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.
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.
The Service Desk Manager is required to balance resources needed for Help Desk operatio
Associate or undergraduate degree in related field and/or 4+ years in a similar role.
• 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)
• Ability to develop professional relationships with the business – Excellent inter-personal skills
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 76,800 employees and sales of 15,3 billion euros in 2021 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran was ranked as the world's third best employer in its sector by Forbes magazine in 2021.
Safran Cabin is a world leader in fully integrated cabin interiors, catering systems and cargo equipment.
- © Safran