Job Summary
Lead the day-to-day multilingual Service Desk operation and act as the primary operational governance owner. The Service Desk Lead ensures staffing coverage, queue control, SLA/KPI adherence, quality, user experience, escalation management, reporting, knowledge adoption and continuous service improvement.
Key Responsibilities
- Manage day-to-day Service Desk operations across the dedicated English/French, Finnish, Dutch and German support teams.
- Ensure appropriate staffing, language coverage and queue coverage throughout the 12x5 service window.
- Monitor service health, priority tickets, incidents, service requests, backlog, aging, queue performance and user communications.
- Allocate work, balance workloads and intervene where tickets are at risk of breaching service levels.
- Ensure analysts complete correct categorization, prioritization, troubleshooting, routing, documentation and user communication.
- Coach analysts on ticket ownership, customer interaction, First Contact Resolution, knowledge usage and escalation quality.
- Coordinate operational issues with the customer's IT Service Manager, resolver groups, tower leads, SMEs and relevant third parties.
- Ensure unresolved issues are escalated through the correct operational or governance path.
- Maintain an action log and drive assigned actions, risks, dependencies and service improvements to closure.
- Participate in Customer Review.
Skill Requirements
- Strong experience managing an enterprise Service Desk or multilingual support operation.
- Working knowledge of ITIL-aligned incident, request, knowledge and escalation processes.
- Experience in SLA/KPI management, operational reporting, queue management and workforce coordination.
- Strong knowledge of ServiceNow or a comparable enterprise ITSM platform.
- Ability to analyse operational data and convert findings into corrective actions.
- Strong leadership, coaching, stakeholder-management and customer-communication skills.
- Experience coordinating with L2/L3 teams, infrastructure/application towers and third-party suppliers.
- Ability to manage escalations firmly and constructively.
- Strong written and spoken English; additional European-language capability would be beneficial.
Other Requirements
- Consistent 12x5 service and language coverage.
- Achievement of applicable SLA and KPI targets.
- Controlled ticket backlog and aging.
- Accurate ticket routing and high-quality escalation information.
- Improved First Contact Resolution and knowledge utilization.
- Timely closure of operational risks, escalations and governance actions.
- Positive user-satisfaction performance and demonstrable continuous improvement.
Mise en forme par Postule ·
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