IT Help Desk Delivery Manager
Simply Contact
- Формат:
- повний remote
- Джерело:
- jobs.dou.ua
Що робити
- Manage the end-to-end delivery of IT Help Desk services across European markets;
- Coordinate distributed L1/L2 support teams and ensure effective cooperation with L3 and other technical teams;
- Ensure compliance with agreed SLAs, KPIs, quality standards, and contractual commitments;
- Monitor response and resolution time, backlog, first contact resolution, CSAT, productivity, and service availability;
- Act as the main contact and escalation point for clients and internal teams;
Що очікуємо
- At least 3 years of experience as a Delivery Manager, Service Delivery Manager, Project or Operations Manager, or in a similar role;
- Experience managing IT Help Desk, Service Desk, technical support, or IT outsourcing operations;
- Experience managing distributed or multicultural teams;
- Experience with ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms;
- Strong client management, communication, and negotiation skills;
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