IT Service Desk Manager

Job description / Role

About the role

The Orange Business IT Service Desk will be supporting the int'l subsidaries/business partners/ B&D and OCD globally.

They receive the requests through a web tool or by phone and try to solve them using the documentation available in the knowledgebase and their IT skills and knowledge, if not, it will be escalated to the next level of support.

Key Tasks and Responsibilities:
- Manage the team to ensure compliance to performance management targets and customer satisfaction.
- Ensure all incidents are processed, resolved, or sent to appropriate next level fix agent respecting published incident handling and quality guidelines.
- Provide hands on support of cases if demand exceeds team(s) resources available.
- Manage the Queues under his responsibility according to the OLA and the Incident handling policy.
- Point of escalation for managing Orange incidents within the defined fault management guidelines.
- Development of team to ensure skills levels match both current and future operational and customer requirements.
- Schedule team leave request, roaster, and overall staffing requirements.
- Ensure call quality, customer satisfaction and restore customer service as soon as possible.
- Feedback to departmental management on actions to improve.
- Ensure staff has acquired and apply knowledge of new technical documentation and processes.
- Ensure proper shift handover to the next lead to ensure smooth transition of current critical incidents.
- Participate in the development and implementation of new operational processes.
- Participate to the monthly review meetings organize by the Service Owner.
- Review of all necessary reporting to ensure operational, KPIs and customer support targets are met.
- Take corrective actions when necessary and work with the QoS & Reporting team to identify area of improvements.
- Conduct employee performance reviews in accordance with company policy.
- Implementation of strategies and processes to ensure employee satisfaction and development.
- Deputize for senior departmental management in his absence.
- Undertake any other reasonable task as requested or deemed necessary by departmental management.

- Ability to work under pressure and to deal with multiple tasks.
- Excellent customer service skills.
- Good IT/communications background and problem-solving skills.
- Excellent leadership & interpersonal skills.
- Excellent management skills.
- Excellent organizational and communication skills.
- Good understanding of culture differences and diversity.
- Presentation skills.
- Coaching and mentoring skills.
- Prioritization and time management.
- Proactive, Self-motivated, and determined attitude.
- Good PC skills and application knowledge.
- Ability to work on out of business hours and/or on call basis.
- ITIL foundation certified with an excellent level of knowledge of the different ITIL processes and functions, a certification in an intermediate level is a plus.

Department
Chief Technology Info Office

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.