Europe
The Service Manager will be responsible for providing consistent and high-quality end-user services and support to all European regions/countries, as well as owning the hardware management process and supporting wider infrastructure team with Field Service activities. In this role you will be reporting to Infrastructure and Service Manager and should be located in one of Teknos European countries.
Daily tasks and responsibilities:
End User Support:
- Own incident and request process, including ITSM tools
- Provide 1st line support for user incidents and 2nd line support for user workplace services (PC and office tools)
- Manage assignment of incidents to other 2nd level support teams (infrastructure or applications)
- Manage overall incident and request queues for Europe
- Handle user requests for workplace services
Hardware Management (PCs, mobiles and peripherals)
- Own hardware lifecycle process – define, ordering, set-up, asset registration, support, decommissioning
- Own the asset management process for workplace hardware
Infrastructure and Field Services
- Support the infrastructure team in the management of site equipment and services
- Provide onsite support for user or infrastructure services when required
- Participate in allocated infrastructure working groups (security, licensing, etc.)
- Ensuring that security incidents are forwarded to the right place in the IT organization
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Other
- Own and manage our over-archiving service management processes and tools
- Ensure adherence to standards, policies and best practices in operations
- Act as regional/country experts providing support to wider ICT team and agenda
Key skills and qualifications:
- Several years working with service management processes and end-user support services combined with team leadership experience
- Familiarity and experience in owning ICT end-user services
- Experience of owning and working with service management processes & tools
- Good leadership competence with experience of managing a team of IT technicians
- Project management skills, having lead and owned IT projects
- Can-do-attitude, eager to use technology and data to drive business value
- Good level of communication, problem-solving capability, ability to focus on both smaller and larger tasks with a high degree of accuracy
- Excellent collaboration skills, building bridges between Teknos ICT and business
- Ability to develop strategic objectives and integrate them effectively into operations
- Fluent in English; all other Teknos-languages are welcomed
What we offer:
- A family working culture
We are a company known for an open and unique family working culture, where management is easy to approach, employees’ ideas are listened to, and everyone’s contribution is valued. Our people often highlight their supportive colleagues as the best things in their jobs. - Outstanding solutions and focus on innovations
Innovating has always been at the heart of our business, driving business development and shaping our mindset. From the very first industry-leading product launched in 1948 to exciting new market opportunities such as barrier coatings for the packaging industry and biobased solutions, we are determined to solve any coating challenge ahead. - Career in a global, expanding company
Our ambitious growth targets provide unique opportunities to grow and develop your career in a global, multicultural company, where we all share the same values of persistent, creative, and fair. - Sustainability and meaningful work
Our mission is to make the world last longer, and sustainability is a cornerstone of our strategy. We hope that enhancing this mission in everyday work makes work more meaningful to our employees on all levels.
We make the world last longer
About Teknos
Teknos is a global coatings company with operations in more than 20 countries in Europe and Asia, employing approximately 1,500 people. We are one of the leading suppliers of industrial coatings with a strong position in architectural and retail coatings. The company was established in 1948 and is one of Finland’s largest family-owned businesses. Teknos wants to make the world last longer by providing smart, technically advanced paint and coating solutions to protect and prolong. Always working in close cooperation with our customers and firmly believing that the company’s personnel are vital to its success, Teknos has created a corporate culture that is derived from family values, where each employee is heard and encouraged to take the initiative. Our goal is to make use of the great potential of our excellent personnel in order to create new solutions for our customers.