IT Service Desk Manager

On behalf of our client - a great leader in the hospitality, gaming, and casino field, we are looking for IT Service Desk Manager who is willing to join their team and manage the day-to-day Service Desk responsibilities, also assist infrastructure and Systems teams where required.

Аbout the role:
The IT Service Desk Manager oversees a number of key functions within the IT department that
enable the delivery of a high-quality service to end users, and ensure service support and
service delivery processes are in place to meet business needs. This position is internal and external
facing role, and requires that you establish and manage expectations within the business and drive
the service desk team to achieve those expectations to a high standard.

Principle Accountabilities:
Maintain high-performing service support functions including an IT Service Desk, Desktop Support, and VIP Support;
Assist in leading the pre-opening setup of the IT environment;
Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required;
As an owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review;
Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed;
Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensure service impact is minimized and agreed upon;
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems;
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes;
Maintaining an accurate and up-to-date inventory of all IT equipment, software, and licenses;
Acting as the primary point of contact between the service desk and other IT teams and departments, as well as between the service desk and end users;
Developing and maintaining SLAs and ensuring that service desk performance meets or exceeds them;
Maintaining an up-to-date knowledge of IT industry trends, best practices, and emerging technologies, and using this knowledge to improve service desk operations;
Providing regular reports and updates on service desk performance to senior IT leadership.
Identifying and recommending cost-saving measures related to IT equipment, services, or
staffing.

Meeting Support
Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability;
Ensure that training services are in place to educate staff on how to use the meeting room and collaboration technology effectively;

Technical:
Lead the Service Desk team to continually improve;
Conduct regular training and coaching sessions for service desk analysts to help them improve their skills and knowledge;
Ensuring that all service desk analysts have the technical knowledge and expertise necessary to effectively diagnose and resolve common IT issues.

Environment
Manage the desktop computing environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security;
Ensure that patching and anti-virus updates are carried out promptly and effectively;
Work with the Technical Design team to evolve standards for hardware, software, and security in the desktop environment.

Audio Visual
Lead Audio Visual technicians to ensure the requirements of the venue are executed as promptly and efficiently as required

Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner;
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services;
Provide regular and accurate management reporting on IT Service performance;
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting, and performance assessment;
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments;
Update job knowledge by participating in educational opportunities; reading professional publications;
Maintain an internal wiki with technical documentation, manuals, and IT policies;
Maintain service level agreements with end users;
Work with all other departments and managers to ensure the effectiveness of security solutions;
Provide guidance to junior members of the team.

What will you need for the role:
University degree or college diploma in a related technology field;
7-10 years of relevant work experience in an IT Service role. Candidates;
Certification ITIL V3 Foundation Level certification a plus;
Minimum 3+ years of management experience in Infrastructure, IT Operations and/or Technical Support;
Minimum 2+ years of experience with project management; and Experience with banking hardware is a plus;
Lead, coached, and mentor a team of service delivery professionals;
Ensure all tasks associated with support are handled with outstanding customer service to internal and external customers;
Create, maintain, and monitor key operational metrics to measure service effectiveness and anticipated demand;
Create, maintain, and monitor service level agreements, ensuring assigned incidents are responded to, diagnosed, and resolved swiftly and effectively;
Prioritizes incidents and tickets in order to improve the team's effectiveness;
Ensure incidents and tickets are regularly updated to reflect the current status and provide accurate metrics for service improvement;
Manage internal and external resources to provide cost-effective service delivery;
Manage inventory of IT assets focusing on desktop software, workstations, and branch devices;
Create and establish procedures related to workstation management, operational service delivery, and technical support;
Manage key service providers and service level agreements;
Participate as needed in audits and bank exams; and Performs other duties as assigned.
Expert knowledge of ITIL disciplines;
Ability to function in a project methodology-oriented environment;
Ability to provide training and support for users with varying degrees of IT knowledge;
Ability to communicate problems and resolutions effectively and professionally to non-IT personnel;
Ability to present complex concepts and technologies in a clear and concise manner;
Experience in a gaming or casino IT environment is desirable;
Resourcefulness and problem-solving aptitude;
Ability to seek out vulnerabilities in IT infrastructures;
English & Bulgarian preferred;
Other languages are an advantage;
Casino Management systems;
Property management Systems;
Point of Sale System;
Service Desk applications;
Business applications;
Microsoft products;
Networking tools.


CLIENT'S PROPOSAL:
Highly competitive salary;
Friendly and professional environment;
Great office environment;
Free accommodation in the town of Svilengrad;
Free transport;
Free food.



Easy Consult is a well-known Bulgarian recruitment agency that has been placing and sourcing talented technical and non-technical IT professionals since 2004. With over 15 years of recruitment experience, we specialize in matching talented individuals to vacancies in the highly competitive IT jobs market at all levels. We aim to provide the best services, the best solutions, and the best value to both job seekers and employers within the ICT industry.

Our services are free of charge for candidates. All applications will be treated with strict confidentiality. Easy Consult Recruitment and Employment activities are based on a Recruitment license 2339/ 30.08.2017.