IT Service Desk Manager with French

Connections Consult is a European innovative tech company, founded in 2005, in Bucharest. Over the past 10 years, the company re-invented several times, passed through different stages and gained robustness and maturity. Now, Connections is ready for new challenges.

Connections offers businesses the possibility to improve and align with current digital trends, by using technology tools to boost their strategical KPI and adapt to global market challenges.

Connections marks, in 2016, the first steps of regional expansion with opening offices in Belgrade, Serbia and Sofia, Bulgaria.

Connections brings together RPA, Cognitive Computing and Artificial Intelligence to design, architecture and deliver best in-class digital business solutions.

Connections has built up an integrated service model, based on market’s needs and internal competencies. Our service portfolio embeds Software Development, BPO & Automation and System Integration verticals.

Customer-service oriented with a problem-solving attitude
Bachelor's degree or equivalent
More than 2 years of experience on equivalent position
Management and operational management experience
Very strong feeling for service and organization.
Good computer knowledge, knowledge of ITIL practices (certification appreciated)
Excellent written and verbal communications skills
Solid technical knowledge of Windows OS
Solid technical knowledge of Microsoft environment (Active Directory, users/groups/OU management …)
Language skills:
French: fluent (C1, C2)
English: communicative (B1 or higher)
Other European language: appreciated

Manage the Service Desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Recruit, train and support Service Desk agents
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on Service Desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Ensure the documentation of all the actions performed, particularly description of all the processes that involve the Service Desk team, is managed and up-to-date
Ensure the costs adhere to local procedures budget.
Establish and develop best practices through the entire technical support process according to ITIL recommendations.
Coordinate the activities of the team: definitions of roles and responsibilities, capacity management (including on-call duties), risk management (absences, etc.).
Ensure customer service is timely and accurate on a daily basis
Promote “user oriented” work of the employees.
Use the skills of employees as required, encourage the knowledge increase and universality of employees on different activities, anticipate lack of key resources.
Manage administrative and human resources agenda (annual interviews, salary increases, development plans, hiring etc.).
Measure the productivity of the team using available indicators (tickets processed by person in particular).
Lead the projects related to improvement or extension of Service Desk Function