null Helpdesk Manager

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Contacte Patricia Horta, o consultor especializado responsável pela gestão deste candidato, que se encontra localizado em Portugal

T:+351 21 782 6563

F:+351 21 782 6566

Avenida da República, 90 - 1º,, 1600-206 Lisboa, Portugal

Helpdesk Manager

Portugal

  • Tipo de funçãoPermanent
  • SalárioAttractive with benefits
  • Referência1887906

  • Helpdesk Coordinator with 18 years of experience in IT Support. ITIL Certified
  • Career: 

- Led Service Desk teams and managed ticket distribution through ITSM tools.

- Conducted operational meetings with clients and tracked SLA performance.

- Managed the Service Desk knowledge base (policies and procedures).

- Evaluated team performance and ensured SLA agreements between IT and clients.

- Provided first and second-level support.

- Implemented ITIL and COBIT processes and monitored customer satisfaction.

- Controlled IT budgets and managed IT assets.

- Managed software licencing and vendor contracts, including SLAs.

- Developed strategic dashboards for reporting to managers and directors.

- Led ITSM system implementations and monitored KPIs.

- Conducted client meetings for projects and KPI definitions.

  • Core Competencies:

Leadership and Team Management | ITIL and COBIT Implementation | Customer Success Management | Budget Planning and Management | IT Asset Management | Communication and Negotiation   

  • Languages: Native Portuguese | English B1
  • Salary Expectation: It depends on the project. 
  • Notice Period: 60 days. 

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