Manager service desk

Are you an experienced IT leader ready to take charge of a dynamic service desk team? Do you have a passion for streamlining IT operations, resolving challenges efficiently, and driving exceptional user satisfaction?

Over de functie

As the Manager Service Desk, you will play a pivotal role in ensuring seamless IT service delivery across the organization, enhancing both operational continuity and the user experience. In this position, you will lead and mentor the service desk team, fostering a culture of high performance while supporting the professional development of team members.

You will ensure adequate staffing and effective resource allocation to maintain smooth day-to-day operations. Additionally, you will oversee the timely resolution of IT incidents and service requests, minimizing disruptions to business activities. By continuously evaluating and improving service desk processes, you will drive efficiency and elevate service quality.

Dit ga je doen

In addition to the core duties, your responsibilities will include:

• Managing escalations and ensuring complex IT issues are addressed effectively and promptly.
• Collecting and analyzing user feedback to identify areas for improvement and implementing changes as needed.
• Developing and monitoring key performance indicators (KPIs) to measure service desk performance and effectiveness.
• Generating detailed reports on service desk activities, performance metrics, and user satisfaction for management review.
• Ensuring the effective implementation and utilization of service desk tools and technologies.
• Overseeing the maintenance and updates of service desk systems to keep operations running smoothly.

Dit ben jij

Experience:

• 5-8 years of experience leading a service desk in a large organization or multi-site hospitality environment.
• Extensive hands-on experience managing IT issues and service requests.
• Experience collaborating with outsourcing partners.

Education & Certifications:

• A bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Certifications such as ITIL Foundation, HDI, or similar are highly desirable.

Skills:

• Proven ability to organize and multitask effectively in a busy service desk environment.
• Strong background in IT support and team management, with an emphasis on process improvement and user satisfaction.

Dit bieden wij

• An enthusiastic and diverse team of friendly and driven colleagues who love our mission and our company, within an inclusive and harmonious work environment where we take good care of each other;
• A flat organizational structure with a focus on mutual feedback and a short path from idea to action;
• An independent and influential role with many opportunities for internal development;
• A one-year contract with a one-month probation period, with the aim of eventually offering permanent employment;
• A bonus scheme;
• 27 vacation days for a full-time workweek;
• Flexible working hours and the possibility to work from home;
• A home-office allowance of € 2.40 per remote working day;
• Travel reimbursement in line with the Landal travel reimbursement policy (€ 0.23 per km with a maximum of 40 km one way). When commuting by public transport, your travel costs are fully reimbursed, as Landal encourages employees to commute to the office by public transport;
• Extensive training and development opportunities, both online (over 150 e-learnings) and offline, aimed at developing your expertise and personal growth;
• Participation in the Recreation Pension Fund, with the premium for old-age pension amounting to 21.8% of the pension base, equally contributed by Landal and yourself;
• The possibility of paid additional birth and parental leave;
• Various collective insurance options, including free continuous travel insurance for you and your family;
• A favorable employee booking arrangement.

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