French speaking Service Delivery Manager (m/f/d) -
Hemmersbach
Athens, Greece
πριν από 5 ώρες

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry.

As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place : 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family.

That’s why Hemmersbach is The Social Purpose IT Company.

Your Tasks

For our current global project, we provide remote diagnosis and on-site support services for several major European markets.

We deal with hardware problems mainly in office printing devices, but the scope may also include computers or plotters. The Service Desk is spread across several locations where employees speak different languages, although internal communication is in English and French.

Each location has agents supporting end users as well as technical mentors and team leaders.

Tasks

  • Managing an EMEA IT Service Desk Team responsible for communication with End Customers, troubleshooting, remote diagnosis, spare parts qualification and reporting
  • Supervising the work of all Service Desk employees and in particular : take care of their preparation, implementation, continuous development and their work results
  • Delivering expected KPIs, achieving set goals, optimizing processes and communicating with our customers with high level of competency
  • Taking responsibility for project profitability and contractually appointed level of service (SLA)
  • Providing efficient reporting to internal and external stakeholders
  • Our Requirements

  • 3-5 years of experience in managing Service Desk and a linguistically and culturally diverse workforce as well as
  • Very good French and English skills
  • Technical background and high-quality skills in Customer Service Management
  • Excellent leadership and people management skills
  • Strong business acumen, pragmatic approach and efficiency in problem solving
  • Very good knowledge of MS Office (especially Excel)
  • The ability to work remotely within geographically dispersed teams
  • Responsiveness, accountability, stress resistance and teamwork-orientation
  • Your Benefits

  • A secure job in a constantly growing, international company
  • Centrally located offices in the Athens city center
  • Strong cohesion and a great working atmosphere in a friendly team
  • Direct and open communication
  • You culture up to the management level
  • Very good opportunities for professional and personal development through our own personnel development program
  • Mentoring program to make it easier for an experienced employee to join the company
  • Great freedom for your own ideas and suggestions for improvement as well as their quick implementation due to our very short decision paths
  • A company that is not only continuously commercially successful but also provides a sense of purpose :

  • Rhino-force.org : Our environmental protection organization protecting one of the most endangered species on this planet.
  • Kids-family.org : We take care of children that grow up without their parents in Poland and India. We don’t just give them shelters.
  • We turn their shelters into homes.

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