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Support Service Manager (m/f) in Berlin at Westcon-Comstor

Date Posted: 9/20/2018

Job Snapshot

Job Description

Westcon-Comstor Germany GmbH is a services company and provides services both for external partners as well as our own group of companies. The service portfolio includes LAN / WAN infrastructure, IP communications, Contact Centre, Wireless and Security Technologies as well as server-based computing and application know-how. Westcon-Comstor provides design, deployment and support services to our partners and customers. In addition, solutions for enterprise performance management are developed, implemented and supported.

At our office in Berlin we are looking for a

Support Service Manager (m/f)

Main Tasks:

* Manage team of service desk analysts, team leads and supervisors providing first and second line support for a global organization
* Build up service desk staff team
* Track and execute up on training requirements for service desk staff
* Promote professional development of service desk staff through performance reviews and coaching opportunities
* Align service desk structure, policies and service offerings according to ITIL best practice
* Expand knowledge base of processes, procedures and support documentation used by service desk staff and end users
* Ownership of incident management and request fulfillment processes
* Work with service delivery and other IT support groups in the development of service and operational level agreements
* Management of service level compliance through review and analysis of actual service performance against existing SLAs
* Measure service levels and quality standards for all tickets/emails/calls handled at the service desk through reports
* Identify opportunities for service improvement on a continual basis
* Lead integrations of new and non-supported business units into service desk
* You are an active member of the European management team, and thus involved in the development, prioritization, implementation and review of European support strategies and processes

Qualifications:

* Ideally some experience in a similar position and a professional degree (e.g. computer science or business administration)
* Good English and German skills. Other languages like Spanish & French are a plus
* Professional experience in the technical team management in the IT environment and many years of experience in Service Desk e.g. as 1st/ 2nd Level Service Desk Agent
* Experience in Service (Delivery) management are beneficial
* Assertiveness, leadership skills, determination and a strong customer focus
* Several years of experience in the areas of security networking and unified communications administration
* Extensive knowledge in ITIL V3 with appropriate certification

We offer:

We offer a highly motivated team with regional and international locations. You can expect to be involved in challenging projects with a successful team and a high degree of personal and professional development.

Are you interested in starting your career at Westcon? - Apply now!
Please send your application, including salary requirements and estimated start date.

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