| Functie | Service Desk Manager |
| Aanvraagnummer | 113052 |
| Expertise | Windows 10/11, MacOS, Intune, Jamf |
| Regio | Amsterdam |
| Startdatum | ASAP |
| Duur | 3 maanden |
IT Recruitment is looking for her client Warner Music Group in Amsterdam for a Service Desk Manager Benelux. You will lead the IT Service Delivery Team in Netherlands and Belgium, ensuring delivery of consistently high quality service to our users, working closely with International teams as required. Support will include desktop hardware and software, account management, mobile devices, remote access, application triage, Google video conferencing and meetings. You will help run service desk, infrastructure projects and initiatives, and play a key role in transforming service delivery and support. Liaising with operational support teams, facilities management and key end users, you will promote service transformation and excellence of support.
A little bit about the team:
Global Technology offers a team of dynamic, creative and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. Reporting to the Senior Director of Service Delivery (UK, Western Europe & Nordics), you will be an critical part of the Global Technology Service Desk team.
Here you’ll get to:
- You will ensure delivery of a high quality first/second level response to callers to the Service Desk, working to agreed SLAs.
- You will track Service Desk KPIs, explore trends and recurring issues and ways to improve service. Provide metrics and analysis to the Senior Director of Service Delivery (UK, Western Europe & Nordics).
- You will promote consistent and cohesive client support through global common standards across WMG affiliate End User Services teams.
- You will initiate and coordinate the major incident response process for the Benelux Service Desk, in conjunction with the Senior Director of Service Delivery (UK, Western Europe & Nordics) and associated teams.
- You will oversee liaison with suppliers, engineers and service providers to maintain and restore service.
- You will assist with budget planning and management, including end user hardware ordering and lifecycle management. Work with your team to ensure accurate and timely management of hardware assets.
- Undertake any additional tasks and projects as requested by the Senior Director of Service Delivery (UK, Western Europe & Nordics) including some hands on tasks and new office preparation.
About you:
- You will come from a technical background with experience of Active Directory and mailbox management, Windows 10/11, MAC OS, Google Workspace, familiarity with service delivery management, KPI and SLA management.
- You will and have recent experience of running a technical service desk team of 2 or more people, with management of direct reports (including grievance handling).
- You will posses strong organisational skills, and enjoy working in a demanding and pressurised environment as part of a global team.
- Excellent written and verbal communication skills, ability to form good working relationships with business users including senior and VIP staff.
- You will be passionante about delivering for our users, able to identify with their frustrations and driven to act as a user “champion”, proactively driving to resolution.
- You will be a problem solver by nature, with prior technical experience and hands on experience, you are proactive and always go the extra mile to exceed expectations.
- Previous experience in similar role is required.
We’d love it if you also had:
- macOS and iOS device experience
- Experience/understanding Intune, Jamf & MDM
- Service Now ITSM experience
- Good understanding of Windows 2016 Server or higher
- Understanding of the basic concept of networking, VPN and Cyber Security & WiFi
- Operations Management experience a bonus
- Fluent English
About the organisation
At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:
- Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.
- Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.
- Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.
- Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.
Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.