IT Help Desk Manager

13 سبتمبر، 2022

0 6 3 دقائق

الوصف الوظيفي

Company presentation

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with more than 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company’s activities since its creation in 1902. Air Liquide’s ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.

Entity and activity description

With more than 240 collborateurs and 20% of women, Air Liquide Tunisia serves more than 16,000 industrial and artisanal customers and provides a very large part of the hospitals and clinics in Tunisia. Air Liquide Tunisia is present in Tunisia through its six sites: Headquarter at charguia 2, Ben arous plant and commrcial office, Bordj Cédria plant, Sousse commercial office, Sfax commercial office and conditionning center, Mghira supply chain.

For our IT team , we are looking for an IT Service Desk Manager who will be responsible for the following main areas of focus:

Service Desk Operations
Service Delivery and Financials
Strategy and Roadmap
Vendor management

Missions and Responsibilities

This role will be required to :

Manage, coach, mentor, motivate and appraise a team of Service desk staff located in different geographies within Africa Middle East and India zone. The process of upskilling the team on new and current services will be part of the manager’s duties in collaboration with Global teams.
Be an escalation point between Air Liquide IT Global Operations and Hub regional IT Forces and ensure communication as a strength of operations.
On-board new End User Services delivered within the zone by either the Global IT Operations or as required by the customer through an internal demand management process.
Monitor, report and present on operational performance to the Global, Hub and Entity teams will be required.
Ensure the continual development and improvement of service delivery to the customer. The optimization and evolution of the service desk flows and ticket routing will be a continual activity.
Be accountable for HUB Specific strategy, roadmaps, service delivery, projects and financials related to End User Services (EUS).

Competencies and Profile

Educational requirements

– Engineer or Technician + Master degree in IT Systems and Applications or other related IT fields with relevant experience

– Good command in both French and English (written and spoken)

Technical Experience

3 to 5 years relevant experience in the following activities :

– IT Service Desk Operations,
– IT Team management
– IT Governance / Project management
– IT Supplier Relationship management

– Experience with the IT Infrastructure Library (ITIL) framework with a good knowledge of all ITSM run processes

– Strong knowledge of the latest technologies, trends, standards and products

– Strong understanding of SLA's & performance targets

Key Competencies :

– Significant experience building and managing service delivery teams.

– Skilled in the development and use of scorecards to evaluate results according to service level agreements and related performance metrics/measurements.

– Solid understanding of information technology as well as experience with IT outsourcing

– Ability to manage employee and outsourcing vendor service delivery across virtual teams and multiple global geographies.

– Strong understanding of SLA's & performance targets

– Excellent verbal and written communication skills and excellent customer service skills

– Strong understanding of the service offer of his/her service line

– Ability to understand P&L

Other skills relevant to the job :

– Communication
– Innovation
– Strong analytical skills
– Excellent decision making ability
– Problem solving skills
– Respect and awareness of meeting timelines and deadlines
– Strong presentation skills
– Multitask skills with ability to prioritize critical tasks
– Excellent interpersonal skills
– Teamwork and collaboration in a professional setting

Additional information

The incumbent will be based in Tunis, Charguia II and will be covering the Hub of Africa, Middle East and India remotely from Tunis.