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Location: 

Kortrijk, BE

Date:  Oct 13, 2021
Job ID:  3572

IT Service Desk Lead

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). With a team of over 3,300 employees, located all around the globe, we realized sales of 770.01 million euro in 2020. 

 

Key Responsibilities

 

  • You are responsible for the team that provides first line end user support:
    • Registration (when needed), validation of incidents and providing end user support 
    • Resolving issues by providing a quality solution within agreed upon Service Level Agreements (SLA’s)
    • Escalation of incidents to second level support when needed
  • You identify and pursue service improvement initiatives, 
    • Streamlining global support
    • Tooling/Automation
  • You effectively manage, develop, and train the service desk team 
  • You create & maintain Service Level Agreements – Service Catalogue
  • You define, manage, control and communicate on the Key Performance Indicators (KPI’s) of the team : quality - availability - reduction of the down-times - response-times - incident resolution within agreed SLA 
  • You ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly reviewed and improved where needed.
  • You manage process for communicating outage/emergency activities to the organization and use the root cause analysis of the outage/emergency as input for continuous improvement
    • "Watchdog for"/"strive for higher" quality & adherence to the Service Delivery processes
    • Translating service related data into bright outcomes/insights as input for continuous improvement or for pro-active actions
  • You manage vendor relationships 
    • Purchase Order (PO) launch till review and approval/budgeting responsibility. 
    • Managing the costs of running the service desks
  • You conduct and review survey feedback to improve services, tools and support experience as a basis to define/implement/maintain the ServiceDelivery roadmap
  • You support the projects, migrations and releases during the deployment phase working together with the project team
  • You support during the onboarding process of new employees by explaining the IT-aspects in Barco
  • You ensure that the team (and broader) adhere to all the organization policies, procedures & work-instructions.

 


You profile

 

  • You ideally have a Master's degree in IT or engineering, or equivalent by experience
  • You have at least 3 years of relevant experience as helpdesk and/or service delivery manager 
  • You are able to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  • You demonstrate a thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • You are able to balance and plan the short-term actions of the team.
  • You have knowledge and understanding of best practices for service management (ITIL)
  • You have strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • You are able to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
  • You think critically about systems and to make adjustments consistently as needed.
  • You are passionate about security and improving the general security posture of Barco
  • You work organized and structured and are able to communicate results clearly
  • You are a team player who is used to working in global teams to achieve company goals