In the EUMETSAT matrix organisation, the Information and Communication Technology (ICT) Division is responsible for providing applications and support services regarding Information

and Communication Technology to the organisation. The ICT Division is a dynamic team of more than 50 technicians and engineers, which operates, manages, troubleshoots and

implements changes to corporate ICT systems, including desktop and mobile IT equipment, SAP, Documentation Management Tool, EUMETSAT web sites and the intranet.

As the ICT Service Desk Manager, you will play a pivotal role in ensuring the smooth operation of our service provision. Your responsibilities will include maintaining service quality and ensuring user satisfaction. With EUMETSAT embarking on an exciting phase marked by multiple upcoming satellite launches, joining our multi-cultural team presents both challenges and opportunities for personal and professional growth.

Duties

Under the direct supervision of the ICT Service Delivery Manager and working within the matrix structure of the ICT Division, the Service Desk Manager will be responsible for:

• Operate the Service Desk, including management of a team of 7 technicians.
• Coordinate and implement IT Incident Management and Change Management processes, adhering to existing Service Level Agreements. Ensure timely communication with users and management, and handle service requests.
• Provide user support for all IT services and contribute to technical support within the team. Document the team’s technical knowledge.

• Procure and manage end-user IT equipment (laptops, phones) and shared equipment (corridor printers, meeting room devices). Maintain an up-to-date inventory of ICT equipment.
• Assist with large deployments of software and devices, including relevant end-user communication.
• Advise on overall strategies for user support, productivity, roll-out projects, and training needs.
• Act as a deputy for the ICT Service Delivery Manager.

• Minimum five years experience in managing IT user support and helpdesk teams.
• Experience in IT system and application user support and administration.
• Extensive experience in supporting and interacting with demanding stakeholders, customers and users of IT Services.
• Strong customer focus.
• Strong interpersonal skills, with proven ability to apply these to interact with management and working within, and across, teams.
• Flexibility to adapt to changing organisational priorities and user needs.
• Knowledge of ISO 9000 and ITIL, as well as knowledge and hands-on experience with the following are desirable: Microsoft 365, Atlassian Jira & Confluence