Our client is a successful multinational company specialised in design and production of Electronics & Hardware devices. For the location Bologna we are currently looking for a

Helpdesk Manager

The candidate will manage the day-to-day operations of the organization's help desk so that user problems are identified, prioritized, researched, resolved, and followed-up quickly and competently.

Responsibilities:

• Working closely with Service Management resources, act as the technical escalation point for respective tower for issues / incidents / problems / changes requiring input, approval, and prioritization
• Plan, prioritizes, and schedule help desk activities to ensure continuity of service.
• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.
• Analyse help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.
• Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.
• Respond to more complex, escalated enquiries from team members. Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• While adhering to Planning Management processes, manages Service Desk budget, updating actual / forecast based on consumption
• Responsible for operational governance meetings, including daily and weekly tower meetings, with Supplier and/or internal resources
• Ensure compliance with ITIL, ISO 27001 and all applicable standards / processes
• Improve SLA performance for your respective area, working with Supplier(s) or internal resources on operational performance initiatives
• Supporting overall Capacity Management process, manage daily operational capacity by ensuring proper monitoring, analyzing, tuning, and implementing necessary changes in asset utilization to meet availability and performance objectives
• Own technical refresh, optimization and continuous improvement of end user devices and services working closely with regional and global Service Desk team
• Working closely with Project Management and Solution Build teams for anything related to infrastructure setup and transition to operations
• Working closely with other ICT teams, for Incident, Problem, Request Fulfillment, Asset, and Change and Configuration Management ITIL processes

Requirements:

• 5 years of prior professional experience in IT service delivery and service management;
• STEM University degree is preferred 
• Fluent English and Italian
• Basic understanding of Computer network architectures and technologies (CISCO, HPE Aruba, …)
• Knowledgeable and possibly Certified (MSCE) Microsoft Certified Solutions Expert about Setup and configuration of Microsoft Desktop Operating systems, including patching / maintenance and related tools
• Significant experience with Service Desk operations and related tools (ServiceNow, Remedy, Ivanti….)
• ITIL certification or proven experience in operating within an ITIL based environment

Location: Bologna

Applications: [email protected]

REF: HD Manager