24 Service Desk Manager

Join our team as a Service Desk Manager.

In your role, you will be responsible for building new propositions whilst maintaining those existing services delivered with exceptional customer experience at the heart of what we do. The team will be based Sofia, Bulgaria and will consists of 1st line administrators, 2nd and 3rd line technicians and Service Assurance.

Key Responsibilities:

• Day to Day management of the operational 24/7 team.
• Responsible for the overall organization for the smooth workflow in the team
• Maintains staffing levels; recruits, selects, and hires associates (maintain high performance culture)
• Project planning & negotiations including attending client meetings and participating in conference calls to assist in pre-sales and post sales requirements.
• Direct engagement with clients to ensure they are receiving the service they are expecting and to understand how we can assist and develop our offerings to mature and grow in line with their future plans.
• Identification, management and monitoring of key performance indicators, metrics and statistics for the managed services team and the business.
• Management of 3^rd party relationships used to assist in our current Service  Management Centre such as Cisco and Microsoft.
• Collaborate with the wider organization including Ingram Micro to implement and improve services, systems and processes, sharing best practice and solutions.

•  2+ years direct supervisory or managerial role overseeing operations and providing guidance, some experience leading through subordinate managers
• Proven capability leading a managed services team or managed services business at a senior management level working within in ITIL framework
• 1+ years shared service center/ BPO sector experience required
• А wealth of technical experience in areas such as networking, communications, voice and cloud 
• Experience with European business practices
• Experience working with IT service management tools is essential.
• Experience as IT channel reseller and working for a services or MSP partner is preferred
• Мust be comfortable working at senior stakeholder levels including CEO / Director Level, both internally and externally
• Excellent Written and spoken Еnglish
• Attitude to work in complex, dynamic and rapid-paced environments.
• Good Change Management attitude, pro-activity towards innovation and capability to facilitate the change across departments and Business units