Service Desk Manager

Service Desk Manager

About Proximus Luxembourg

Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

Telindus Luxembourg – Share more than technologies!

Telindus is a brand of Proximus Luxembourg.

Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.

Always in search of innovation, Telindus works daily to boost the growth of its customers.

Job Content

Join our dynamic team as a Service Desk Manager and be at the forefront of customer-centric and agile service delivery. We are a leading firm dedicated to enhancing customer experience through strategic service management and continuous improvements. If you have a passion for technology-driven solutions and a commitment to excellence, we invite you to apply.

Key Responsibilities

• HR Management:
• Lead the Call Desk and Customer Experience Management teams, fostering an environment of growth and excellence.
• Service Desk Operations:
• Champion the evolution of Service Desk services, ensuring continuous improvement and scope expansion to accompany new IT services proposed to our customers.
• Implement strategies for first call resolution management to enhance customer experience and reduce dependencies on technical teams.
• Third-Party Management:
• Handle contractual and operational aspects of Service Desk third-party engagements, ensuring compliance and efficiency in service delivery.
• Strategic Development:
• Develop and refine Service Desk strategy to cover and even anticipate new demands.
• Leverage AI in the day to day Service Desk life
• Customer and Client Relations:
• Manage customer experience and client communication strategies to maintain high satisfaction rates.
• Leadership and Collaboration:
• Act as a Service Desk competency leader, contributing to customer proposals and leading customer onboarding initiatives.

Profile

Requirements

• Proven experience as a Service Desk Leader with a strong background in Service Desk strategy development.
• Extensive knowledge in HR and team management specific to IT service contexts.
• Proficient in Service Desk Management and Customer Experience Management (CXM).
• Experience in IT Service Desk, End-User Service Desk (including Azure/M365)
• Well-versed in ITIL practices with substantial project management experience.
• Skilled in contract management and third-party negotiations with a keen understanding of budget and financial oversight.
• Excellent communication, interpersonal, and leadership skills.
• AI understanding and used cases for Service Desk activities

Qualifications

• Master's degree in a relevant field (Information Technology, Business Administration) is required.
• Certifications in ITIL, Project Management, and/or related fields are desirable.

What We Offer

• Competitive salary package with comprehensive benefits.
• Opportunities for professional development and certification.
• A collaborative work environment that values innovation and efficiency.
• A chance to work with some of the industry’s most talented professionals and leading-edge technologies.

How to Apply

Please send your resume and a cover letter highlighting your relevant experience and why you would be the perfect fit for this role. We look forward to transforming the future of service delivery with you!

Our Offer

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.