Service Desk Team Lead

Overview

Our people are

ambitious and humble , believing in what they do and convinced that our purpose is

shaping a world of trust . With

responsibility

and

openness , they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark

in shaping society . We believe that

leaving a mark

is a true challenge and opportunity for every one of us. We believe that

leaving a mark

is a sign of trust and impact. We believe that

leaving a mark

is a bond with the future. We believe that

leaving a mark

is proof of growth and development. Being part of the BV family, is more than just working, it’s being convinced that you

will leave your mark... in shaping a world of Trust . Key Responsibilities

Develop and maintain appropriate Service Desk methodology, processes, and procedures. Proactively develop and build robust relationships with key stakeholders within the business at a Senior Level in scope. Manage demand, capacity, and SLA adherence, balancing resources across shift patterns to ensure the desk and Back-office function is always adequately manned. Build and maintain a healthy KPI and performance dashboard for the Global Service Desk, including SLA adherence, individual / team performance, Service Desk capacity, and workload metrics. Act as an escalation point for requests and incidents within scope. Actively lead the prioritization and sponsorship of Service Desk Projects that will add value to Bureau Veritas. Grow the Global Service Desk Team in a way that is scalable and cost-effective, with responsibility for the recruitment and onboarding of new employees. Provide support and personal development for the Global Service Desk Team – including training and development, mentoring, and coaching. Required Skills And Knowledge

Technical Expertise in IT service management frameworks, such as ITIL, and experience in implementing and optimizing IT support processes and technologies Familiarity with IT support tools and technologies, including Service Desk software, remote support tools, and end-user computing solutions. Non-Technical Ability to work in remote international teams Strong problem-solving, analytical, and decision-making skills. Excellent communication, interpersonal, and stakeholder management abilities. Ability to thrive in a fast-paced, dynamic, and diverse work environment. English Language- Fluent Education and Language Proficiency Bachelor’s degree, preferably in Information Technology or related fields English Language Fluent Fluent in any other Specifically Required Languages (if applicable) Join an inclusive, flexible and diverse company where you can thrive while contributing to positively transforming the world we live in. #ShapingaWorldofTrust #leaveyourmark

#J-18808-Ljbffr