Se necesita Service Desk Manager/Lead
Cognizant Technology Solutions
In Cognizant Argentina we are looking for a Service Desk Manager/Lead:
- This position will be responsible for managing and monitoring a 24×7 service desk team and their related services, oversee and report on the day to day operational service delivery.
- Defining and implementing best practice using ITIL, creating application documentation and general user documentation, staff management application support/Helpdesk, Application Training, costs/budgeting.
- This position will have to provide guidance to the Service Desk Agents for all aspects of the support infrastructure, ensure documentation is accurate and up to date and will have to hold regular 1-1’s with each team member, boosting their careers.
The Service Desk manager will also have to constantly look for improvement opportunities both in the delivery and in the financial aspect of the service, and also lead and implement strategic initiatives that are cross practice and will not necessarily apply only to his team but to the entire organization.
The Service Desk manager will report to the LATAM Service Desk services director and will have a dotted line of report to account managers and other stakeholders.
. Candidates must have experience managing or supervising an IT Service Desk or a similar engagement, experience of business projects and strong project management skills which have involved detailed analysis.
. A high level of oral and written communication skills to managers, colleagues, customers and other stakeholders.
. Excellent presentation/organizing skills, customer focused, able to cope well under pressure and the capability to work with self-direction producing results as expected.
. Strong knowledge of best practice processes for Service Desk and Service Level management.
. MBA/Posgrate/ Masters degree in HR, Coaching, Law, Administration or related field.
. Able to work under pressure in challenging situations in a logical manner.
. Flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary.
. Demonstrated mentoring or coaching experience, experience of implementing ITIL processes, educated to degree level.
. English advanced, Spanish advanced, Portuguese is desired.
OSDE family plan
Annual Target Bonus
70% discount CUI
Wellness activities in the office
free Fruits and coffee and more!
Locationn: Buenos Aires – Almagro