Task Responsibilities:
* Ensuring the smooth operation of end user IT support services.
* Leading and managing the IT service desk and IT technicians team to meet IT service level and ensure high-quality support
* Managing and coordinating urgent and complicated support issues, and acting as an escalation point for all requests and incidents
* Developing and maturing phone/ticket escalation processes to ensure efficient information flow within the organization
* Training plan for the entire team, coaching, and mentoring of the team leads, including career development
* Monitoring support system indicators and managing communication for outage/emergency activities to the organization
* Serving as the primary point of contact for internal customers and external IT users
* Managing expectations, and ensuring customer satisfaction
* Potentially manage vendor relationships to meet daily operational needs
* Enhance the quality of IT support
* Be responsible of the IT end user incident response
Essential Requirements For The Position:
* Educational Background and Experience : Bachelor’s / Master Degree in Information Technology, Computer Science
* Experience: Proven work experience in IT support services management or a similar role
* IT Service Management (ITSM): Knowledge of ITSM frameworks and practices, including incident, problem, change, and asset management
* Expert with help desk software, remote control, and ticketing systems
* Ability to lead, train, and mentor service desk staff
* Setting performance targets and evaluating team performance
* Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and team members
* Problem-Solving and Analytical Skills
* Being pro active
* Fluent in English - any other languages will be considered as an asset
Working Conditions:
* Permanent full-time position based in Luxembourg.
* The candidate will work in a Agile, friendly innovative but operational Azure only environment in a young and dynamic team.
* Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
* It is expected that during critical incidents the candidate can commit to resolve the incident to the end if required.
* Valid car drivers license required.
* A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.
Some of the benefits we offer:
* Flexible working hours and a work from home policy
* Annual bonus scheme based on performance
* Company car lease program
* 27 vacation days and additional 4 special paid-off days (incl. annual vacation allowance)
* Numerous discounts in the wider region as well as selected travel discounts
* Trainings and career mobility opportunities within the various departments
* Onsite parking and canteen (with subsidized meal vouchers)