IT Service Desk Implementation Manager (m/f)

  • Full-time
  • 11-20 vagas
  • Expira em 27 dias
  • a definir
  • Full-time
  • 11-20 vagas
  • Expira em 27 dias
  • a definir
  • Lisboa
  • Contact Centers, Suporte IT

Teleperformance Portugal

Com 40 anos de experiência a unir marcas aos seus clientes, a Teleperformance é líder global em serviços empresariais de integração digital, potenciado o negócio dos clientes através da personalização e humanização de cada interação. Com uma equipa com mais de 10.000 colaboradores, de 95 nacionalidades, tem sindo considerada como uma das melhores empresas para trabalhar em Portugal, pelo Great Place to Work Institute, pela revista Exame, e uma das empresas com mais crescimento em Portugal nos últimos 10 anos, segundo o Expresso, a Informa D&B e a Deloitte.

O que procura nos candidatos

•             Higher Education Degree Computer Science, Electronic Engineering- Computer Science preferential;

•             Fluent in English;

•             At least five years on Customer Experience Management and shared services and/or related industries (preferential);

•             Minimum five years of experience in deploying IT projects.

•             Professional experience with project management and large scale IT implementation initiatives and relation with internal and external customers.

•             Professional experience with IT tools such as Operating Systems including Citrix and VDI, SQL Server, Office suite applications, Exchange/Outlook and multi-brand mobile devices;

•             Knowledge of LAN/WAN networking (including routers, switches and firewalls, Wireless/VPN) and knowledge of ISO 20000;

•             Knowledge of ITIL;

•             Project Management Professional (PMP) is a plus;

•             Achievement oriented;

•             Analytical ability;

•             Decision making;

•             Management skills;

•             Strategic thinking.

Que funções irão desempenhar

•             Manage the daily activities of the help desk team, which includes planning, allocating resources and monitoring the effectiveness of the activities’ execution;

•             Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT Service Desk team;

•             Manage Service Desk staff, including hiring, training, coaching and talent management to continually meet and exceed individual / team targets;

•             Identify potential risks and opportunities of improvement;

•             Support the compliance of the organizational quality standards;

•             Monitoring and supervising supplier interventions;

•             Tracking all pending resolution issues on the part of the suppliers;

•             Implementing company-wide management-approved strategies;

•             Take an active role in the development of the department’s strategic and plans as required by department leadership;

•             Act with initiative, make things happen and accept responsibility for the results.

Quais os benefícios oferecidos

•             Excellent work opportunity in a dynamic leading multinational company;

•             Possibility of cooperation with leaders in various industries;

•             Investment in training and personal development;

•             Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;

•             Health Insurance;

•             Free healthy meals in the cafeterias, such as soup, bread, salad and fruit;

•             Free organized sport activities and events every month.

Outros aspectos a referir

The Service Desk Implementation Manager has the overall responsibility to manage the Service Desk implementation and related ongoing operations (Projects, Desktop Computing, Staging and Change Management) on a daily basis.

This person is responsible to ensure that all phases of Service Desk implementation actions are properly planned, coordinated, monitored, logged, tracked and resolved appropriately.

As a leader of a group of technicians this person is responsible for their motivation, training and development. 

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