IT Service Desk Manager, EMEA
- UK +3 more
KEY RESPONSIBILITIES:
You will be responsible for owning and managing the Tier 2 and 3 IT ServiceDesk Team in Meltwater’s EMEA region, reporting to the Global IT Service Desk Manager. You will be responsible for the co-ordination and planning of the wide range of tasks the Tier 2 and 3 teams are responsible for in this region. Working with the Global IT ServiceDesk manager you will help set the IT expectations and work to make this a reality, coordinating effort and resource across the different teams within the IT function.
- Own the management of IT Support processes and coordinate across the Tier 1, Tier 2 and Tier 3 Service Desk teams within the EMEA time zones to accomplish all assigned tasks.
- Be the escalation point for all tickets in this region
- Manage resource availability and allocation across the EMEA regional team.
- Partner with the other regional IT ServiceDesk Managers and teams for escalations and handovers
- Ensuring IT Support services match the company growth ambitions and will both scale and have high availability for growth
- Lead, coordinate and participate in key process improvements
- Create and maintain comprehensive documentation.
- Report and escalate to Senior Management as needed.
- Outstanding customer and client services engagement.
- Provide mentoring to the team.
- Responsible for the recruitment and training of the Tier 2 & 3 IT Team in Meltwater’s EMEA region.
- Responsible for providing detailed monthly program reports
- Identify, manage and improve KPIs
Skills & Requirements
SKILLS & EXPERIENCE REQUIRED:
- 2+ years experience in an IT Support Management role.
- Experience in strategic planning and execution.
- Effective leadership skills.
- Solid technical background would be useful with experience in:
- Microsoft 365 & Google Workspace
- Email Security technologies
- Microsoft Azure
- Cisco & Meraki technologies
- Intune and Jamf technologies
- Outstanding client facing and internal communication skills.
- Excellent written and verbal skills in English.
- Solid organisation skills including attention to detail and multi-tasking skills.
- Self-motivated and able to work independently
- Continuous improvement and process mindset
- Ability to manage multiple threads keeping complex programs in view considering all outcomes
Great Place to Work
Competitive Salary
Fresh fruits & free drinks
Internal hackathons
Personal Branding Support
Ergonomic desks and chairs
Great hardware
Opportunities to travel
Open Source Contributions
Conferences and Tech Talks
About the company
Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!
Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.
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