Job Title: Service Desk Manager
We are seeking a driven and experienced Service Desk Manager to join our team at Advanced Service Provider (ASP), a growing and dynamic IT company. As a key member of our team, you will be responsible for defining and monitoring Service Level Agreements (SLAs) and overseeing modern workspace management.
The ideal candidate will have in-depth knowledge of ITIL principles and best practices for service management, as well as expertise in drafting, negotiating, and managing SLAs. They will also have experience with ITSM platforms such as ServiceNow and Jira for tracking incidents, service requests, and problem management.
Key Responsibilities:
* Develop and implement Service Level Agreements to align service providers with customer expectations.
* Track service performance metrics against SLAs and key performance indicators (KPIs).
* Oversee and optimize modern workspace solutions to enhance employee productivity and collaboration.
* Manage and oversee vulnerability assessments and ensure timely patching of systems.
* Lead problem management efforts and create root cause analysis (RCA) reports for service disruptions.
* Manage the life-cycle of operating systems, ensuring compliance with upgrade and support policies.
* Coordinate the response to major incidents, ensuring quick restoration of services and communication with stakeholders.
* Lead the implementation of ITIL frameworks to improve service management processes and ensure best practices.
* Oversee and support team members, fostering a collaborative and high-performance work environment.
Requirements:
* Fluently English and French (written and spoken)
* The ability to work both independently and collaboratively in a team
* In-depth knowledge of ITIL principles and best practices for service management
* Expertise in drafting, negotiating, and managing SLAs
* Experience with ITSM platforms such as ServiceNow and Jira for tracking incidents, service requests, and problem management
* Knowledge of KPIs and other performance metrics for measuring IT service quality
* Familiarity with reporting and monitoring tools like Power BI, or built-in reporting modules within ITSM tools
* Expertise in change management and risk assessment
* In-depth understanding of incident management and problem resolution, including conducting Root Cause Analysis (RCA)
* Knowledge of modern cloud-based workspace solutions like Microsoft 365
* Understanding of the life cycle of Windows systems, including deployment, maintenance, and compliance with support and updates
* Basic knowledge of networking and IT infrastructure, including server and network management, to understand the impact of incidents and changes on IT services
Benefits:
* Permanent contract of indefinite duration & full-time job
* Fringe benefits: company car, net expense reimbursement, daily net allowance, internet & mobile phone subscription, 13th month, ecocheques, hospitalization insurance, group insurance
* Holidays: 20 statutory holidays + 6 ADV
Why Join ASP?
We consider continuous training vital to your career success and growth in our organization. You will receive formal trainings to become a certified and recognized expert in key technologies that we support.
We value hard work, effective communication, and the ability to approach challenges with flexibility and good humor.
We are a 50 people company based in Brussels, with remote offices in Sri Lanka. We operate in a project mode or resource sharing, and we focus our work on delivering successful projects and creating high client satisfaction.
We host regular breakfast events where our employees share knowledge, and we organize fun company events.
More info about ASP can be found at: https://www.asp.be/careers/