onsite
Transition Service Desk Manager - Support - non renseigne
Software Engineer
Seeking a Transition Service Desk Manager to oversee support operations in Nantes. This role focuses on IT service management and team leadership within a dynamic ESN environment.
About the role
Key Responsibilities
- Lead and manage the Service Desk team, ensuring efficient incident and problem resolution.
- Oversee the transition of new services into the operational support environment.
- Implement and maintain ITIL best practices for service desk operations.
- Monitor service level agreements (SLAs) and ensure high-quality support delivery.
- Collaborate with other IT teams to improve overall service performance.
- Develop and mentor Service Desk staff to enhance their technical and soft skills.
Requirements
- Proven experience in managing a Service Desk or similar IT support function.
- Strong understanding of IT Service Management (ITSM) principles and frameworks like ITIL.
- Demonstrated ability in team leadership and people management.
- Experience with incident, problem, and change management processes.
- Excellent communication and interpersonal skills.
Skills
it service managementteam leadershipincident managementproblem managementitil