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Rodrigo Tonatiuh Suchil Perez
Lead accountant
Open positions>Service Desk Manager
Place of work
Pribinova, Bratislava
Salary gross
3 800 EUR/month
Contract type
full-time

Service Desk Manager

What will you do?

Clarios is a $9 Billion+ world leader in Automotive Energy Solutions with global operations. This role will be responsible for developing and maintaining a highly effective end-user support and service program, which includes a full-service helpdesk for a Global company. Components include performance standards and measurement, issue tracking and evaluation and follow up to ensure user satisfaction, in addition to event monitoring/management, request fulfillment, desktop and mobility, and project and acquisition support. Develops and implements priority response measurements. Ensures the quality, security, and integrity of user profile information and provides consistency in content, look and feel.

The position requires a demonstrated ability to manage a diverse portfolio of requests, quickly mediate between competing priorities, and work effectively with IT colleagues, contractors, and business management both within and across reporting relationships and geographic regions. The candidate must have proficient customer service skills, the ability to prioritize tasks, be detail oriented and to work independently

• Supervise help desk team by defining schedules, priorities, evaluating performance, and providing support and direction.
• Manages the daily calls and ensures all SLA’s are met.
• Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in ticketed issues for reporting.
• Manage ticket queue to ensure tickets are being handled in a timely manner.
• Focuses on the client experience and responsiveness to those clients
• Communicates changes/updates/projects with Global helpdesk teams
• Create and maintain documentation as it relates to all aspects of the services provided

What are we looking for?

• Bachelor’s degree (BA or BBA) from a four-year college or university; or eight years related experience
• 5+ years related technical and managerial experience in a help desk environment
• Experience with ServiceNow as well as ITIL is a must
• Awareness of leading technology, tools in IT field
• Advanced computer skills with Microsoft Office 365, Visio and project/client databases
• Excellent verbal and written communication skills are essential
• Strong customer service commitment
• Proficient in prioritizing, organizing and delegating assignments
• Possess well-developed judgment, interpersonal and communication skills
• Attention to detail and analytical as well as a creative approach to problem solving

The starting salary is at min 3 800 EUR/month gross for candidates who meet our minimum criteria.

What are we offering?

• Professional development opportunities and language courses
• Flexible working hours and home office
• Monthly bonus after 6 months of employment
• Extra contribution to meal card
• Special bonus for important life events (wedding, new baby)
• Complex onsite care – workplace massages, workshops, individual medical examinations and consultations tailored to your needs
• Regular onsite exercises – yoga, pilates, functional training
• Modern fitness center, canteen and nursery available in the building
• Employee events, volunteering and team-buildings
• Relocation package and housing allowance if you are relocating to Bratislava to join our team
• On top of that, you will receive a flexible benefit allowance so you can tailor the rest of benefits to suit your individual needs!

Benefits you can look forward to:

In Clarios Slovakia we offer a wide range of different benefits that will boost your career and make your work enjoyable.

Individual
development

Special bonus

Extra
contribution

Home office

Flexible benefit
allowance

Regular exercises

Amenities

Events & csr

Housing
allowance

Complex onsite
care

ID: 3914921  Posting date: 21.5.2020  Basic salary component (gross): 3 800 EUR/month