Service Desk Team Manager
Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
Miejsce pracy: woj. lubelskie
- People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
- Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.
- Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.
- Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
- Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.
- Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
- Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.
Key Performance Indicators
- Coaching and mentoring undertaken
- Feedback from team and managers actioned
- All performance management processes followed
- Evidence of development planning for the team
- Regular team meetings held to cascade local, business and corporate updates
- Builds relationships with other stakeholders
- Customer feedback
- All service levels met
- Recognize where risk exists and communicate that risk to the appropriate channels
- Manage all resourcing issues to deliver continuously improving services
- Exhibit leadership in terms of proactivity and always thinking customer first
- Identifies reasons and weaknesses in process and/or shortcomings in technical capability
- Encourages the use of best practice across the team, including documenting and sharing with others
Behavioral Competencies
- Organizational skills
- Team management and leadership skills
- Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Creativity, proactivity and organizational skills
- Ability to identify problems and work to resolution and to motivate others to complete tasks on time
- Assertiveness
- Team player attitude
Professional Competencies
- Experience in managing people
- Knowledge of ITIL standards & practices
- Excellent communication skills (written / verbal)
- MS Office Skills
- Good English written and oral communication skills
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
- People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
- Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.
- Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.
- Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
- Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.
- Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
- Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.
Key Performance Indicators
- Coaching and mentoring undertaken
- Feedback from team and managers actioned
- All performance management processes followed
- Evidence of development planning for the team
- Regular team meetings held to cascade local, business and corporate updates
- Builds relationships with other stakeholders
- Customer feedback
- All service levels met
- Recognize where risk exists and communicate that risk to the appropriate channels
- Manage all resourcing issues to deliver continuously improving services
- Exhibit leadership in terms of proactivity and always thinking customer first
- Identifies reasons and weaknesses in process and/or shortcomings in technical capability
- Encourages the use of best practice across the team, including documenting and sharing with others
Behavioral Competencies
- Organizational skills
- Team management and leadership skills
- Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Creativity, proactivity and organizational skills
- Ability to identify problems and work to resolution and to motivate others to complete tasks on time
- Assertiveness
- Team player attitude
Professional Competencies
- Experience in managing people
- Knowledge of ITIL standards & practices
- Excellent communication skills (written / verbal)
- MS Office Skills
- Good English written and oral communication skills
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
To apply for this opportunity, please send your CV in English.
www: www.TheRealDeal.pl
F: www.facebook.com/FujitsuPoland
L: https://www.linkedin.com/showcase/career-at-fujitsu-poland/
Textorial Park
ul. Fabryczna 17
90-344, Łódź
University Business
Park ul. Wólczańska 178
90-530, Łódź
Nowa Fabryczna
ul. Składowa 35
90-127, Łódź
.KTW
Aleja Roździeńskiego 1
04-202, Katowice
www: www.TheRealDeal.pl
F: www.facebook.com/FujitsuPoland
L: https://www.linkedin.com/showcase/career-at-fujitsu-poland/
Textorial Park
ul. Fabryczna 17
90-344, Łódź
University Business
Park ul. Wólczańska 178
90-530, Łódź
Nowa Fabryczna
ul. Składowa 35
90-127, Łódź
.KTW
Aleja Roździeńskiego 1
04-202, Katowice