Service Desk Manager Benelux

Nieuw

bij Unifiedpost via VDAB - Sint-Denijs-Westrem - Voltijds - ref: 69907209

Hoe ziet je dag eruit?

Job Target The primary purpose of the Service Desk Manager at Unifiedpost Group is to lead and manage the first line Service Desk operations in the Benelux region. In this role, you ensure a customer-focused approach across all our support processes. Our customers rely on fast, friendly, and effective solutions, and you are the driving force behind our team consistently exceeding these expectations. You will work closely with the sales department to guarantee a seamless customer experience, ensuring that each interaction leaves a positive impression. The Service Desk Manager will also work closely with Support Analysts, Service Desk Agents, Product Managers, and other stakeholders to deliver exceptional service to clients. Responsibilities Operational Tasks: Leadership and Management: Oversee Service Desk operations, ensuring timely incident resolution per SLAs. Client Engagement: Build strong client relationships, aligning service delivery with business needs. Collaboration: Enhance communication between Service Desk teams and other departments. Performance Monitoring: Track KPIs for team performance and service quality, reporting to management. Continuous Improvement: Identify and address operational weaknesses proactively. Client Service Management: Effective Communication: Understand client needs and collaborate with Unifiedpost Group stakeholders. Relationship Management: Foster lasting client relationships by demonstrating service value. Opportunities for Upselling: Identify and propose additional services to clients. Client Service Reviews: Lead reviews and resolve escalated client issues. Ticket Management: Timely Ticket Management: Ensure prompt handling of client tickets within SLAs. Root Cause Analysis: Determine root causes of issues for permanent resolutions. Change Request Management: Assess and manage the impact of requested changes. Organizational Tasks: Project Compliance: Adhere to project requirements and deadlines. Team Development: Mentor and train colleagues to promote knowledge sharing. Confidentiality and Compliance: Maintain confidentiality and proper software usage. Documentation and Time Management: Record work hours and provide necessary documentation as required.

Wie zoeken we?

Travel You're willing to work in our offices in Antwerp (Kontich) and Ghent (Sint-Denijs-Westerm) Competencies Technical Competencies: Proven experience in a Service Desk or IT support role, with a strong understanding of ITIL frameworks. Familiarity with ticketing systems (e.g., Jira, Zendesk) and reporting tools. Behavioral Competencies: Communication: Excellent verbal and written communication skills in both local languages and English. Critical Thinking: Strong analytical skills to identify trends and propose solutions. Proactivity: Ability to take ownership of issues and drive them to resolution. Innovation: A mindset focused on continuous improvement and the adoption of new technologies and methodologies. Job Grading Experienced Level: The ideal candidate will have 5+ years of relevant experience in service management or IT support roles, demonstrating proficiency in leading teams and managing client relationships. Impact and Autonomy: Accountable for the quality and accuracy of service delivery, with significant latitude in decision-making. Knowledge and Experience: Recognized as a knowledgeable professional, capable of mentoring and coaching others. Oplossingen voorstellen als antwoord op de klachten van de klanten of het dossier doorsturen naar de geschillendienst, de logistieke dienst, ... Klanten: Bedrijven Prestatie-indicatoren voor de dienst uitwerken De resultaten analyseren Aanpassingen doorvoeren Opvolggegevens van de activiteiten registreren Jaarrapporten opstellen Verbeteringen voorstellen Uitwerken van of bijdragen aan de klantenstrategie De jaaractieplannen en de doelstellingen van de dienst bepalen De opmerkingen van de klanten verzamelen en doorsturen naar de dienst productie, marketing, onderzoek, ontwikkeling, ... De activiteiten van een team coördineren Acties uitvoeren ter ondersteuning van het personeelsbeheer (aanwerving, opleiding, ...) Kwaliteitsprocedures van de klantendienst uitwerken of verder uitwerken Controleren of kwaliteitsprocedures toegepast worden

Wat krijg je van ons?

We offer a market-conformed gross salary that reflects your skills and experience. Furthermore we offer an insurance package (hospitalization and pension benefits) and a company car including fuel- or charging pass. We provide a net expense allowance, additional vacation days and flexible hours with home based- working possibilities to allow our employees a healthy work- life balance. Challenges: we’re transforming the world of business communications and transactions. You will develop your technical skills but also your knowledge about business processes. Responsibility: making a difference in decision-making means you take on responsibility, not just tasks. Common purpose: you grow by learning new skills and we benefit from your knowledge. We all work together towards one goal. Unifiedpost Group is offering more and more services that require a great deal of trust from our customers. As a result, all roles within any of the companies of the Unifiedpost Group are subject to some form of a background check. For most roles, this will involve a simple identity and degree verification. For other roles, we might be required to also verify your criminal record and employment history.