Manager, IT Service Management
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Intro
The Manager, IT Service Management position at Conservation International in Brussels, Belgium, involves managing IT support processes and services in the Europe region. The role includes providing technical support to end-users, managing IT systems, overseeing IT procurement, and ensuring compliance with IT standards and protocols. The position requires a Bachelor's degree in a technical field and 4 to 6 years of technical support experience. Strong customer support skills, technical proficiency, and the ability to work effectively in a diverse team are essential.
Tasks
- Manage all IT support requests and provide expert guidance
- Deliver first and second-tier technical support
- Research potential technology solutions and manage IT procurement
- Conduct IT orientations for new hires
- Spearhead patch management and automation initiatives
- Ensure adherence to SLA and FCR requirements
- Enhance system efficiency and reduce ticket resolution time
- Boost team proficiency and resolve critical IT issues
- Coordinate technical support to system end-users
- Optimize AV setups for virtual meetings
Requirements
- Bachelor’s Degree in a technical field (Computer Science, IT, or Engineering)
- 4 to 6 years of experience in providing technical support
- Proficient in diagnosing and resolving desktop hardware, software, and operating systems issues
- Experience with user request ticketing or tracking system
- Excellent customer support skills
- Strong technical skills and analytical thinking
- Proven team player with effective communication skills
Benefits
- Opportunity to work with a global organization
- Competitive salary
- Professional development opportunities
- Diverse and inclusive work environment
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