Service Desk Manager

What you'll do

Regnology is seeking an experienced and customer-focused Service Desk Manager based in Timisoara, Romania to join our team. As the Service Desk Manager, you will be responsible for overseeing daily operations, ensuring high-quality support, and driving continuous improvement in our service delivery. You will play a key role in maintaining customer satisfaction and ensuring efficient resolution of technical issues. Your primary responsibility is fostering a customer-centric approach across teams. You must be proficient with Service Desk tools and processes and committed to service improvement. A key part of your role will be generating metrics and creating operational dashboards to drive actionable insights.

Your Key Accountability:

• Manage daily operation of the service desk, through recurring tasks and a structured approach.
• Set and Monitor SLA Metrics such as Response and Resolution times, enhancing likelihood of positive outcomes.
• Improve techniques and document practices for managing client queries, troubleshooting and incident prioritization and resolution. Ticket quality assessments will play an important role.
• Issue bulletins to inform customers when there may be an outage required, or action is needed from them
• Assist and occasion lead with incident or problem management
• Generate and analyze reports on service desk performance. For both internal and external purposes.
• Collate and take action on information available to form action plans with team leads. If there is fundamental failings flag to Management.
• Lead and develop reporting team members and positively influence those whom you are collaborating with.
• Become an expert in our Service Desk tooling and be able to make informed decisions on changes that improve our business

Why we should decide on you

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• You are based in Timisoara, Romania
• Proven experience in a service desk or technical support management role.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Strong problem-solving and analytical abilities, with a keen attention to detail.
• Familiarity with service desk ticketing systems and ITIL or other service management frameworks.
• Experience in the financial services or regulatory technology industry.
• Knowledge of regulatory reporting and compliance processes would be a plus.
• Certification in ITIL or other relevant service management methodologies would be a plus.

Why you should decide on us

• Let’s grow together – our start-up character enables you to design our future 
• We promote remote working and flexible working hours to create a positive work-life balance
• We provide you with the opportunity to take on responsibility and participate in international projects  
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas 
• We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels 
• Together we're better - meet your colleagues at our numerous team events
• We offer you Regular social events arranged by our Sports and Social Network.

 
To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.
Are you interested? Apply now!
https://www.regnology.net 
 
Role ID-  CS_2024_24

Qui sommes-nous ?

Regnology est un chef de file technologique qui s’est fixé pour mission d'apporter la sécurité et la stabilité aux marchés financiers. Avec un focus exclusif sur le reporting réglementaire et plus de 34 000 institutions financières, 60 régulateurs, organisations internationales et autorités fiscales qui s'appuient sur nos solutions, nous nous positionnons de manière unique pour apporter une meilleure qualité de données, une plus grande efficience et de réduction des coûts pour tous les acteurs du marché. Avec plus 850 employés répartis dans 15 pays et un modèle unifié d'acquisition de données, nos clients peuvent rapidement extraire de la valeur de nos solutions et rester aisément en conformité avec les évolutions réglementaires. Regnology a été créé en 2021 lorsque BearingPoint RegTech, une ancienne unité commerciale de BearingPoint Group, a uni ses forces à celles de Vizor Software, un leader mondial des technologies de réglementation et de supervision.