Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization’s growth. Your Role As an IT Service Desk Manager, you’ll be at the forefront of organizing and managing IT support for our internal staff in Kuehne+Nagel. You’ll oversee the Service Desk team, the first point of contact for technical assistance via phone, email, or ticket system. Your key responsibilities will include ensuring the daily management of the team to meet targets and maintain high-quality standards, as well as managing and enforcing policies and procedures for identifying, prioritizing, and resolving end-user incidents, change requests, and service requests. Your Responsibilities Provide single point of contact Service Desk for users to report all IT issuesEnsures all tickets are handled and answered in a timely manner and will regularly follow up with the team.Ensure effective procedures are in place in order to raise, escalate, resolve, monitor and follow up all Incidents, Change Requests and Service requests to ensure courteous, timely and effective resolution of end user issues Ensure procedures are in place for the correct handling of all Major Incidents and that the team follow these procedures at all times Share information / expertise with direct reports and other Service Desk team members.Update the knowledge base for all kinds of solutions and documentations.Improvement of customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.Train, coach and mentor support engineers to ensure that support is provided in an appropriate and consistent mannerBuild on existing Service Management tool to fully utilize/support various ITIL processes i.e. Incident, Problem, CMDB, Change, Release, SLA and Availability Management Track and analyze trends in Service Desk Incidents and Requests and generate statistical reports as required Other duties assigned by manager. Your Skills and Experiences Extensive Service Desk Management experience Ability to motivate and direct teams effectively both through structured coaching and delivering by exampleDemonstrable evidence of influencing positive change within a Service Desk or Support team environment Ability to deliver and execute tasks to a reliable and consistent high standard Exceptional Customer Service orientation, written and verbal communication skills, interpersonal skills with a focus on listening and questioningExcellent troubleshooting approach with proven analytical and problem-solving abilitiesITIL certification is required to both Foundation & Practitioner level, ideally in ServiceDesk & Incident ManagementThorough knowledge of Service Desk operations to include a good knowledge of IT best practices, industry trends and customer serviceKeen attention to detail with demonstrated ability to understand the big picture.Proactive, efficient, customer-focused and able to work under pressure with tight timelines.Ability to interact with different countries, cultures, clients (internal and external).At least 5 years of practical operational, team lead experience.Good communication and presentation skills.Excellent English language skills, both written and spoken Good Reasons to Join We are looking for individuals with a proven track record in developing customer solutions, who are action orientated and resourceful to join our dynamic warehousing and transportation environments. In return, you will gain access to professional development opportunities and international exposure in team-based surroundings. To find out why Kuehne + Nagel is the best place to advance your logistics career, start a conversation with us and click apply today!