Service Desk and Desktop Manager

Há 1 mês

Lisboa, Portugal CCR (Carrier Commercial Refrigeration) Tempo inteiro

Overview:
We are seeking a highly skilled **Service Desk **and** Desktop Manager** to be responsible for ensuring the timely delivery of high-quality technical support services to end-users. This role requires deep expertise in supported software/hardware systems, along with effective management skills to lead the Service Desk team. The manager will collaborate closely with vendors, conduct predictive analysis to address issues proactively, and engage in strategic and tactical activities to maintain a stable and secure computing environment.

The role also involves close communication and collaboration with various operations and support branches, helping them achieve their operational, department, and company-wide goals.

**Responsibilities**:
**Service and Support Leadership**
- Oversee Service Desk operations, service requests, incidents, and small projects;
- Monitor and report on Service Desk metrics, analyze ticket trends, recommend solutions, and implement preventive maintenance measures;
- Perform root cause analysis as part of Problem Management when necessary;
- Collaborate with stakeholders to define business and system requirements for new technology implementations;
- Serve as an escalation point for unresolved tickets, issues, and incidents;
- Develop and implement Service Desk policies and procedures, including Change, Incident, Asset, and Configuration Management;
- Manage IT processes for onboarding new hires, equipment setup, offboarding, and account termination;
- Support and manage the ServiceNow ITSM platform while maintaining the ability to assess and select alternative ITSM platforms if needed;
- Ensure the timely and accurate resolution of incidents, service requests, and tasks assigned to the team;
- Maintain appropriate staffing levels to ensure timely coverage and support across all locations;
- Develop and adhere to Service Level Agreements (SLAs), with periodic reporting to business leaders (monthly, quarterly, etc.).

**Endpoint Equipment Selection and Management**
- Lead the selection and procurement of endpoint devices such as desktops, laptops (Windows and MacOS), and other endpoint devices;
- Conduct Proof of Concepts (PoCs) to evaluate and select the best equipment that meets business needs and operational requirements;
- Manage the relationships with external vendors, negotiating contracts, ensuring service quality, and overseeing the long-term relationship to meet service and support requirements.

**Device and Patch Management**:

- Responsible for selecting and implementing a Mobile Device Management (MDM) solution for managing all mobile devices;
- Ensure patch management is up-to-date across all end-user devices, primarily focusing on Windows security patching, along with other systems requiring periodic firmware updates.

**Vendor and Business Requirement Management**:

- Conduct RFIs/RFPs for new vendors based on business needs and ensure the selection of the appropriate platform or service;
- Assess and document all business requirements for new technology or service implementations;
- Develop and manage external support teams, defining SLAs and service levels based on business needs and operational criticality;
- Oversee contract management and maintain strong working relationships with external service providers to ensure alignment with business objectives.

**General IT Business Needs & Support**:

- Establish and maintain relationships with internal business partners, IT leadership, and executive stakeholders across the company;
- Represent the company professionally when communicating with external parties;
- Perform periodic audits of end-user computing licenses to ensure compliance;
- Manage operational costs by ensuring IT spending is justified, approved, and aligned with business needs.

Qualifications:

- 10+ years of experience managing external teams;
- Experience supporting environments with over 4500 users (5000+ preferred);
- Experience supporting environments with over 7500 devices;
- Significant experience with Microsoft Office 365, Active Directory, and end-user computing equipment;
- Expertise in ServiceNow or equivalent ITSM platforms, with the ability to assess and select other platforms based on business needs;
- Experience selecting and managing endpoint devices (PCs, laptops, mobile devices) and conducting Proof of Concepts to evaluate the best-fit solutions;
- Experience developing and managing IT asset management programs;
- Extensive experience in patch management and managing end-user computing devices (PCs, tablets, mobile phones);
- Knowledge and experience with Microsoft 365 environments (Teams, Entra ID, SharePoint, OneDrive, Azure, etc.);
- ITIL certification preferred;
- Project Management Professional (PMP) certification nice to have;
- Microsoft MCP or MCSA certification preferred (MCSE strongly preferred) nice to have;
- Experience with Local and Wide Area Networks.

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