ICT Service Manager 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. This is a new position, which involves developing the setup, proposing and implementing appropriate solutions, processes and work methods as well as leading a team of experts based in various European countries.

You will be a part of a global ICT team, reporting directly to Infrastructure and Service Manager. The position requires you to be based in one of Teknos' European countries, ideally within the DACH region, in proximity to one of our sites in Germany or Liechtenstein, as hybrid working mode is available.

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