End User Support Manager (m,w,d) Germany
Apply Now Publish Date Jul. 06, 2022 Location Rudolstadt Germany, Erfurt Germany, Kiel Germany, Leipzig Germany, Görlitz Germany, Dresden Germany, Chemnitz Germany, Magdeburg Germany, Saarbrücken Germany, Mainz Germany, Koblenz Germany, Wiesbaden Germany, Wetzlar Germany, Offenbach Germany, Marburg Germany, Kassel Germany, Frankfurt am Main Germany, Hamburg Germany, Hanover Germany, Bremen Germany, Cottbus Germany, Berlin Germany, Wurzburg Germany, Neu-Ulm Germany, Sankt Wolfgang Germany, Regensburg Germany, Obernburg am Main Germany, Nürburg Germany, Munich Germany, Luhe-Wildenau Germany, Kemnath Germany, Ingolstadt Germany, Fürth Germany, Erlangen Germany, Donauwörth Germany, Cham Germany, Bayreuth Germany, Bad Neustadt an der Saale Germany, Augsburg Germany, Amberg Germany, Tübingen Germany, Stuttgart Germany, Sindelfingen Germany, Rastatt Germany, Pforzheim Germany, Mannheim Germany, Konstanz Germany, Kirchheim unter Teck Germany, Karlsruhe Germany, Freiburg Germany, Emmingen-Liptingen Germany, Bruchsal Germany, Böblingen Germany, Wuppertal Germany, Wildenrath Germany, Siegen Germany, Paderborn Germany, Münster Germany, Mühlheim am Main Germany, Leverkusen Germany, Lemgo Germany, Uerdingen Germany, Kölln-Reisiek Germany, Herne Germany, Heinsberg Germany, Gelsenkirchen Germany, Frechen Germany, Essen Germany, Enger Germany, Duisburg Germany, Düsseldorf Germany, Düren Germany, Dortmund Germany, Detmold Germany, Bochum Germany, Germany, Bielefeld Germany, Aachen Germany, Rostock Germany, Bomlitz Germany, Osnabrück Germany, Meppen Germany, Holzminden Germany, Hannover Germany, Germany Company WorldLine
Service Excellence is a key focus for this role. Performing consistently, communicating well and delivering high-quality service to IT users (including VIPs) will be critical, in order to build strong relationships and trust with stakeholders.
The role will also contribute to transformation activities around improving documentation of policies, procedures and processes, and will be responsible for ensuring that those policies are rolled out, embedded and adhered to for its scope.
You will also work with the End-user Services Regional Manager on budgetary and contractual matters relating to the end-user services on the sites within its perimeter, tracking spend and identifying operational efficiencies.
The role will also identify and manage local opportunities for continuous improvement, and drive those through to delivery of benefits.
Key Responsibilities :
Manage department workload and administration, including line management responsibilities
Ensure adherence to existing policies and procedures, and contribute to their ongoing development.
Document processes, procedures and systems.
Manage escalations where issues cannot be resolved within role scope.
Support all office desktops / laptops and accessories (troubleshooting, installation, configuration, applications, etc.).
Support iPhone / Android devices and desk phone systems (mobile & VoIP).
Support office printers (in collaboration with Logistics and Housing teams, service providers).
Be responsible for local hardware and software asset and license management.
Support video conference systems.
Support local infrastructure from sites in EMEA-East network (LAN, Wifi, Internet access, link to WAN) & system.
Order supplies for IT office assets.
Local project management for larger software / hardware rollouts.
Perform or participate in CAB duties as required.
Perform Business Continuity roles as required.
Take joint ownership with the End-user Services Regional Manager, EMEA-East, of budget, vendor management, and
cost control for the scope.
Monitor team and resolution performance, and prepare reports for IT Management as requested. · Ensure all helpdesk issues are responded to and resolved within agreed timescales.
Ensure all new equipment requests are fulfilled within agreed timescales.
Ensure End-user Services projects are delivered on time.
SKILLS / COMPETENCY SPECIFICATION
Competency / Skill Requirements :
In-depth knowledge and experience of working via an ITIL-based helpdesk
In-depth support knowledge of Microsoft Operating Systems (essential)
In-depth support knowledge of Microsoft Office (essential)
Microsoft Active Directory and Office / Exchange 365 (essential)
Strong Information Security knowledge and toolset experience (essential)
Backup solutions support experience (beneficial)
Linux / UNIX support experience (beneficial)
Behaviour skills :
Excellent communications with internal stakeholders, both written and verbal
Used to interacting with and supporting VIPs : CxO, VPs, etc.
Positive attitude towards problem solving
Strongly inclined to document and ensure proper procedures are followed
Work well in isolation or as a team member in an open office environment
Work well within a geographically dispersed team
Ability to plan and prioritise own and team’s workload on an ongoing basis
Deal promptly with emergency events; escalate appropriately and in a timely manner Languages :
Fluent German and English (oral and written)
Education Qualifications / Experience Requirements :
Proven track record and experience in Desktop Support (essential)
ITIL Foundation (desirable)
Degree in IT or related subject (beneficial)
Microsoft certifications (e.g. MCSE or MCDST) (beneficial)
CompTIA A+ or equivalent (beneficial)
Computer / IT Skills :
Microsoft Windows 7+ (essential)
Microsoft Office 2010+ (essential)
Microsoft Windows Server 2008+ administration (essential)
Active Directory and Office / Exchange 365 administration (essential)
SaaS and on-prem videoconferencing and collaboration platforms (essential)
iPhones / Android management (essential)
Mobile Device Management platforms (desirable)
Management Ability :
Leads by example, sets and holds the team to high standards of competence and behaviour.
Able to assess skills and manage staff development.
Able to conduct annual team appraisals and salary reviews.
Able to deliver difficult messages while maintaining team motivation.