Service Desk Manager, Romania

What you'll do

Regnology is seeking an experienced and customer-focused Service Desk Manager based in  Romania, to join our team.
 In this role, you will be responsible for managing daily operations, driving ITIL-aligned processes, and ensuring high-quality service delivery. A critical aspect of your responsibilities will be implementing ITIL best practices to enhance efficiency and standardize processes across the service desk.

You will lead efforts to define, track, and own key performance indicators (KPIs), using them to measure success and drive continuous improvement. 
By leveraging your expertise in Service Desk tools, you will develop operational dashboards that provide actionable insights and support strategic decision-making. 
Additionally, you will play a vital role in fostering a customer-centric culture and ensuring swift, effective resolution of technical issues to maintain high customer satisfaction.


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
• Proven experience in a service desk or technical support management role. With a clear history of leading change and implementing/enhancing process
• 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.
• Certification in ITIL or other relevant service management methodologies would be a must.
• Knowledge of regulatory reporting and compliance processes would be a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field a plus

Why you should decide on us

• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.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. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we are better - meet your colleagues at our numerous team events.

 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.