Service Desk Manager

Atos Origin is seeking a Service Desk Manager to join our Managed Services Team. So, why should you consider Atos Origin?

Our company culture is created every day by all of the self-motivated, committed professionals who work here. We don't pin lists of values on the wall. They're expressed in the way we work, with each other and with our clients. With over 50,000 professionals at work in 50 countries, we've created one of the most multicultural, multi-disciplined, diverse and responsive work environments in the world. Open, informal, flexible communication sets the tone in our company. We work together to deliver the top-quality, tailored solutions our clients expect all around the world. Solutions that can only come from teams bringing fresh ideas, different perspectives and individual flair. In addition to an entrepreneurial work environment, Atos Origin offers much more to its Employees. Our goal is help our people develop their skills and talents to their full potential. We annually review opportunities for people to further their careers and move in the organization. Additionally, we offer development opportunities through the Atos Origin University and we've introduced a global eLearning program as a key part of our blended learning strategy. Our eLearning offering comprises a wide range of over 2,000 different courses. With an excellent personal and professional advancement environment coupled with great benefits and competitive pay, Atos Origin is a cutting edge and premier employer.

Responsibilities

Manage Service Desk operations and personnel in support of Atos Origin’s commercial agreements; lead future development, enhancements and maintenance of call management/tracking systems and operating procedures. This job description may be modified according to regional variations in operations and reporting structures.

Requirements

The day to day operation of the local Service Desk. Oversees call center, P&L management for a cost center, including budgeting. Handles various issues from Level 1 and Level 2 Analysts. Gathering and reporting statistical information for each client and contract SLAs. Analyzing the statistical information in order to implement improved processes. Determines roles and responsibilities of the team, including Support roles. Managing Service Desk Leads i.e. scheduling, training, coaching, organizing, planning, and staffing operations. Work with Service Delivery managers to address any issues or problems in the support processes. Work with Business Development to present Service Desk to potential clients. Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.

Experience Required: 3+ years experience in a technical support environment, call center, or help desk. 1 year supervisor or lead experience in a technical support environment. 4 years experience working in a large IS organization (multiple locations, mainframe, WAN, 1000+ personal computer workstations). 2 years experience project planning and management or process design. Networking concepts and protocols. Managing people and resources. Cost or profit center management experience.

Education:
4 year BS Degree, in mathematics, computer science, or a computer-related field or the equivalent course work or technical training or comparable experience

Travel required - up to 25%

To be considered, you must meet the minimum requirements for the specific open posting for which you are applying and follow our application process by clicking on link below and submitting an application and resume. To read more about Atos Origin and apply for this position, please visit our website and complete our application form and submit your resume