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 :Bachelors / 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 Fuhrungszeugnis) 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)