Operations Manager

Role : Regional Service Manager – Field Services

Grade : E3.2

Language : Local Language and English

We are looking for a on-site Desktop Operations Manager that will oversea the local desktop operations function and co-manage relationship with our client

Primary responsibilities are :

· Desk side Support Management

· Manage Team that provide Incident Management, Request Services to our client

· SLA Management including Incident and Requests

· Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management )

· Engage with Vendor delivering Field Services to 1300+ Branches

· Customer Relationship Management

· Regular meetings with Team and Client

· Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.

· Provide leadership to the Desktop Support Team including coaching as required

· Reporting and MIS

· Assist with scoping small/mid sized projects and oversee

· Oversee a level 1.5 team to complete remote resolutions in France/Germany/UK and Spain

Skills, Experience and Qualification Required

• Business Skills:

• · Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required

• · To work through issues analytically to a successful conclusion

• · Ability to communicate at different levels within the organization,

• · Understanding of Financials, including cost control, project revenue/costs

• Personal Skills

• · Speak Local Language and English Language. Any other European Languages are an advantage

• · Strong customer service and team management skills

• · Ability to manage/motivate people and teams,

• · Must be detail oriented and self-motivating

• · Strong Written and Verbal Communication Skills at senior level,

• · Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

• · Flexibility with respect to time – client deliverables need to be met with a Can do attitude

• · Excellent problem solving / quantitative/ analytical skills

• · Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• · Must be detail oriented and self-motivating

• · Ability to write business cases and justification documents, Ability to manage multiple work streams

• · Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• Technical Skills:

• · Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 7

• · Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database

• · Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

• Location of work will be the client offices in the Barcelona.

• Minimum Qualification and Experience

• · 8 years End user computing experience , with at least 3 years in a management role leading a team(s)

• · Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

• · Exposure to Finance i.e Budget Control, Project Pricing Proposals.

• · ITIL professional will be preferred

• · Ideal candidate would have exposure to project management (desktop deployment, migration projects)

• · Ideal candidate would be expected to have a 3 years experience of IT Infrastructure in a corporate environment

• · Ideal candidate will have previous vendor management experience

• · Ideal candidate would be expected to have a 3 years experience of Troubleshooting tool, preferred tool ServiceNow with CMDB module

• Additional Information

• Need to have detailed knowledge and manage resources (on-site/field) at various locations in the region to complete the below activities :

• · Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

• · Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets

• · Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

• · Taking ownership of issues through to resolution on all appropriate requests.

• · Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

• · Move equipment associated with escalated help desk incidents and service requests

• · Performing asset inventory activities as needed.

• · Trains and orients staff on use of hardware and software.

• · Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

• · Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management and Knowledge Management

• · Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

• Job type: Permanent Division: eTeam Workforce Limited Reference: 22-02374