Apply on Employer Site

Belron® · 1 month ago

IT Service Desk Manager

COLUMBUS, OH

Full-time

Onsite

Mid, Senior Level

4+ years exp

Belron® is an auto glass company known for its commitment to building fulfilling careers for its employees. The IT Service Desk Manager will oversee Service Desk operations, ensuring high-quality service for 17,000 colleagues while driving continuous improvement and managing key metrics.

AutomotiveManufacturingTransportation

Responsibilities

Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes

Direct management of the market Service Desk

Driving the development and continuous improvement cycle

Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service

Participate in Service Design & Transition exercises as a result of Project implementations

Address and resolve escalations

Represent the region by providing input and partnering with the Belron Service Management team

Major Incident Management support, as needed

Qualification

IT Service Desk leadershipIT Service ManagementServiceNow ITSMITIL processesProblem solvingReport writingEnglish language proficiencyCommunication skillsCollaborative workingPresentation skills

Required

Bachelor's Degree in Computer Science or relevant field or relevant experience

4-6 years Relevant experience

Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks

Experience of ServiceNow ITSM tooling

Comfortable interacting with Technology Leadership team

Excellent working knowledge of the different ITIL processes

Adept problem solver with the ability to focus on the overall goal

Demonstrable experience of collaborative working with teams locally and globally

Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations

Excellent English language written and spoken

IT Service Desk leadership

IT Service Management and Service Improvement

Service ITSM and ITAM understanding

Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level

Strong self-motivation, ability to work independently when required

Bias for action

Company

Belron®

Operating in 37 countries across 6 continents, and home to around 29,000 employees, who served 15 million customers in 2022, Belron is the world’s leading vehicle glass repair and replacement group.

Founded in 1897

Luxembourg, Luxembourg, LUX

10001+ employees