Support Manager - Brussels (Near Site) (3d onsite 2d remotee) - European Commission
We are seeking a Support Manager to oversee and enhance our customer support operations. In this role, you will manage support teams, ensuring timely and effective resolution of client issues.
Duties & Role:
- Organisation, implementation and maintenance of (IS) support.
- Coordination of support teams.
- IS Service management.
- Coordination with the project teams.
- Coordination of wiki sites, collaborative sites or social networks.
- Follow up of service quality.
- Management and follow up of user requests.
- Guidance regarding the use of information systems.
- Management of incidents related to information systems; organisation of the reporting.
- Conception and organisation of user documentation for information systems.
- Conception and management of IS and ICT trainings.
- Participation in user, service and project meetings.
- Elaboration and implementation of relevant support processes.
Skill, Knowledge & Experience:
- Master Degree with at least 13 years of related experience or a Bachelor Degree with at least least 17 years of related experience.
- Knowledge of French , at least C1 level.
- With expertise in Information System.
- Ability to understand, speak and write English C1.
- At least 5 years of specific expertise in End user support of information systems.
- At least 5 years of specific expertise in Good knowledge of ITIL.
- At least 3 years of specific expertise in Knowledge of wiki, collaborative sites and social networks.
- At least 3 years of specific expertise in Process improvement related to service management.
- At least 3 years of specific expertise in Knowledge of Confluence and Jira
- At least 3 years of specific expertise in Ticketing tools such as ServiceNow or similar
- At least 5 years of specific expertise in Follow up of service quality (Capacity, availability, SLA breaches...).
- At least 5 years of specific expertise in Preparation of related documentation (User manuals, Problems report, KPI reports, etc).
- At least 5 years of At least 5 years of specific expertise inspecific expertise in Implementation of support processes Implementation of support processes (Incident management, Change, etc).
Desirable Experience and Education:
- OPTIONAL CERTIFICATION: ITIL foundation certification.
- Departamento
- IT
- Puesto
- CONSULTOR/A
- Ubicaciones
- Bruselas
- Estado remoto
- Híbrido
¿Qué ofrecemos?
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Horarios
TheWhiteam ofrece horarios flexibles. Esto se debe a que buscamos cumplir objetivos, no llegar a una cantidad de horas.
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Tecnologias
Las tecnologías más punteras, para estar actualizados a los cambios del momento.
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Modalidad de Trabajo
Dada la situación TheWhiteam da la posibilidad de una modalidad de trabajo presencial, teletrabajo o mixta.
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Ubicaciones
TheWhiteam da la posibilidad de trabajar en ubicaciones situadas por todo el mundo.
Lugar de trabajo
Formar parte de THEWHITEAM es colaborar con una empresa formada por profesionales con una dilatada experiencia en consultoría tecnológica.
Creemos firmemente que las empresas y clientes marcan el camino a seguir en el sector, pero éste lo construyen las personas. Consideramos de vital importancia que nuestra organización se fundamente en nuestro mejor activo y marca de valor añadido que es nuestro equipo humano.
Acerca de The White Team
Fundada en 2012 por consultores experimentados The Whiteam nace como consultora tecnológica de calidad con una misión clara; ayudar a las compañías de todo el mundo a optimizar su rentabilidad empresarial a través de un uso eficiente de las tecnologías de la información.
Support Manager - Brussels (Near Site) (3d onsite 2d remotee) - European Commission
We are seeking a Support Manager to oversee and enhance our customer support operations. In this role, you will manage support teams, ensuring timely and effective resolution of client issues.
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