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creative.com
4d ago
Part Time
Desktop Support Manager
Germany
Requirements
You are likely someone with a solid background in end-user support and troubleshooting, as this position involves dealing with a large, and often changing, number of day-to-day issues which arise in supporting the information technology requirements of our applications.
Bachelor’s degree in IT or related field
5+ years demonstrating strong technical skills supporting end users
3+ years in a leadership capacity (Team Lead, Supervisor, or Manager)
Experience using Professional Services Automation (PSA) tools or ticketing platforms such as ConnectWise, Autotask, ServiceNow, etc.
Possess and demonstrate excellent interpersonal/communication skills
What You Will Do
This is an 80% management and 20% hands-on supervisory role where you will be responsible for the support of automation technologies and managing a team of support engineers in a 24x7 high-volume environment.
1
Lead, coach and manage service desk teams on a daily basis to improve customer service and efficiency
2
Implement best practices and standardize service desk processes to provide exceptional “white glove” service and deliverable
3
Oversee the work performed by the team to help prioritize open tickets and tasks
4
Provide guidance and direction on technical issues
5
Develop and maintain KPIs for measuring team performance and improving customer experience
6
Provide status reports to management and collaborate on new initiatives and technical planning
Desktop Support Manager
So Digital Inc.
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