responsibilities :

Manage the global IT Service Desk Support Teams by contributing to recruitment, training and coaching of the employees, communicating job expectations and appraising their performance
Build an efficient, unified global Service Desk team, transforming globally distributed Service Desks into one cohesive virtual unit.
Oversee global 1st-level IT operations, ensuring seamless interaction with other IT organizations globally.
Define and implement end-to-end service processes, challenging other IT organizations when the 1st level team requires further empowerment to effectively support users.
Act as the single point of contact for Incident & Request Management escalations, supported by Regional Incident Managers.
Ensure compliance with Oerlikon IT standards, processes, and security guidelines within the team.
Identify problematic areas, propose solutions, and ensure they are implemented as per defined SLAs.
Govern all Service Desk activities, developing escalation and resolution procedures to enhance performance.
Contribute to the development and optimization of Oerlikons IT Service Desk processes and tools (ITSM).
Report on Service Desk KPIs and performance metrics.
Relay customer feedback and suggestions to the appropriate internal teams.
Identify and propose improvements to procedures and operations.
Develop and maintain the Incident Management process and procedures, ensuring that incidents are effectively managed.
Produce management information reports on incident management performance, recommending improvements as needed.
Manage major incidents in collaboration with regional counterparts and other IT teams.
Collaborate closely with Regional IT Operations Manager to minimize business impact from IT operational incidents.

requirements-expected :

Proven experience as a Service Desk Manager or in a similar role.
Knowledge of incident management systems and tools.
Fluency in English is a must (Level B2), German is a plus (A2/B1).
Excellent collaboration, communication, interpersonal, and leadership skills.
Strong customer and service orientation.
Ability to work under pressure and meet deadlines.
Problem-solving and decision-making capabilities.
Ability to work and communicate at all levels of the organization.
Experience interacting with international IT organizations and working with intercultural teams.
Bachelor’s Degree in Computer Science, BSc IT, BCA, or a related discipline.
In-depth knowledge of ITIL Service Delivery processes (preferably with formal certification).
Understanding of IT and basic business processes, particularly in manufacturing.
Minimum of 8 years of experience in IT technology and Service Desk operations.
At least 4 years of experience in Incident Management.
Experience with ticketing system management and operations.
Expertise in IT service operations and event management.
Experience managing globally distributed teams