The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Are you ready to make some history?!
Foleon is a leading content creation platform providing business teams with a fast and scalable way to produce highly-engaging content experiences that bring a new level of intelligence to their customer journeys.
Foleon is based in Amsterdam and New York and serves more than 1,200 global B2B brands.
We value people who are bold, ambitious, collaborative, and customer-centric. Even better, the ones who know how to work hard and have fun at the same time. We’re a team of highly driven people, with a great sense of human connection and a clear focus.
If you’re looking to build your career in a fast-growing international tech scale-up, you’re in the right place.
Your Mission
As a member of our support department, you play a crucial role in assisting all our customers. You will solve their technical questions and problems and collect and organize their feedback, which is instrumental in our continuous efforts to enhance our platform. Additionally, you will create content to empower our customers to be more self-sufficient.
Your Focus
Investigate and answer questions about our product by chat/mail/video call
Handle and troubleshoot more complicated questions
Educate the customers on the use of our platform
Create content for our knowledge base and internal documentation
Collaborate with Development and Customer Success to solve customer issues
Gather and translate customer feature requests to improve the platform
Prepare questions for Quality Assurance
Investigate bugs to help the development teams
Report Customer Bugs via Jira
Performance issue troubleshooting
Help customers with their technical questions (SSO, Analytics, domains)
Your Competences
You are a clear communicator. To the point, friendly, and able to communicate through all channels.
You have a natural service and customer-oriented attitude
You are proactive, flexible and can switch quickly
You're analytical and tech-savvy: interested in IT, design, new technologies or online platforms
You're organized and structured
You are a true Inspector Holmes regarding troubleshooting and finding solutions.
You can independently handle routine technical tasks, troubleshoot common issues, and seek guidance for more complex problems.
Your Experience and Skills
Minimum a bachelor's degree or equivalent
You are fluent in both Dutch and English
You have worked in a customer-focused role for at least one year
You have an affinity with IT, design, marketing, or new technologies
Technical interest, experience with working on an online platform
You have experience in a SaaS or Software Company
What you get:
Be part of a top-tier team in the Content Creation scale-up.
Collaborate with an adaptable and flexible group of individuals to benefit from collective growth.
Embrace the variety of backgrounds and values that each individual brings to the table.
A flexible workplace that offers a conducive atmosphere for productivity.
Perks:
Hybrid way of working
Company pension program
Learning budget
Transportation allowance
25 days holiday paid leave
Working from abroad (6 weeks)
Workout benefit
Mental health online platform and counseling
Volunteer day
Apple gear
Company events and more fun!
Want to know more? Head over to our lovely Foleon Doc to delve deeper into our offerings and discover more about this vacancy!