EXCLUSIVE NETWORKS | Introduction

Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.

DUTIES AND RESPONSIBILITIES | About the role

As the Global Helpdesk Manager, you oversee ticket support, business support, ITSM functions, and make sure the Code of Conduct is followed. You will manage a team of support engineers who support the daily needs of the business and users. Lead the operations team, improve and adapt to our organization's business needs. Drive the team to be more globally oriented and unified and always ensure business continuity. You will report to Head of Digital Workplace.

As the Global Helpdesk Manager, you will:

• • Take ownership of the delivery commitments of the team, being responsible for the roadmap, prioritisation of incoming work, and managing the various stakeholders.
  • Manage and supervise the ticket support team, ensuring timely and effective resolution of customer issues and queries.
  • Provide guidance and support on our Jira Helpdesk platform, for improved user experience and over quality.
  • Create and monitor measurable goals for your whole team(KPIs), ensure they meet them regularly, and help the team reach their goals.
  • Coordinate and collaborate with the business support team, providing guidance and assistance on business processes, policies, and procedures.
  • Implement and maintain the ITSM functions, such as Incident Management, Problem Management, and Change Management, following the best practices and standards.
  • Monitor and report on the performance and quality of the support services, identifying areas for improvement and implementing corrective actions.
  • Ensure that the support staff adhere to the Code of Conduct, promoting a culture of professionalism, integrity, and respect.
  • Track and manage the service level agreements (SLAs) and key performance indicators (KPIs) of the support services, ensuring that they meet or exceed the expectations of the customers and stakeholders.
  • Work actively with the Global Service Delivery Manager to respect Service Level Agreements towards the business.
  • Foster a culture of continual improvement, and learning.
  • Continuously assess and improve the services we offer to our business units in line with their regional requirements and our global scale.
  • Ensure documentations are in place for every service you take ownership off.
  • Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.

QUALIFICATIONS AND EXPERIENCE | About you

The Global Helpdesk Manager:

• • 3-5 years of relevant work experience.
  • Managing five or more team members for at least 3 years.
  • Project management is an advantage.
  • Expererience and understanding of Jira Helpdesk and it's functions.
  • Strong knowledge and skills in ITSM frameworks, such as ITIL.
  • Degree in relevant IT field or have equivalent professional experience.
  • Ability to document process.
  • You are expected to travel between our offices from time to time.
  • From time to time support global regions outside of local business hours.
  • Excellent communication skills written and verbal in both English and French..

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

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