Clifford Chance
Job Details
The ITSC Manager/Supervisor is responsible for the successful delivery of 1st and 2nd Line technical support and IT training services to all users in the Amsterdam office.
This role will lead and guide the ITSC team on a day to day basis and will have direct line management responsibility. This will include being a point of contact for all elements including user escalations, P1s, user communications, etc.
As the ITSC Manager/Supervisor, the position is required to provide highly customer focused face-to-face support to all areas of the office. Strong relationship and communication skills are therefore crucial to build confidence and rapport with all of the customers. This role will be solely responsible for the delivery of IT support services in Amsterdam. Nevertheless this role will also require interacting heavily with IT Infrastructure Services from London, Continental Europe and India in order to track and resolve user incidents and issues.
Key Responsibilities
(Team) Management, Client Focus, Day to Day Support, Hardware Provisioning and Asset Tracking & Outsource/Offshore Support
Direct management of the ITSC team, consisting out of 4 ITSC specialists and 1 IT Training Manager.
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Review the 1st and 2nd Line metrics looking for trends inincidents and failures and offering Continuous Improvement . Improvement suggestions and recommendations for adoption to improve the service. Migrate repetitive tasks that lend themselves to be performed from a central location.
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Provide a high degree of initiative and a willingness to accept ownership, keeping the client's interests at the forefront.
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Ensure regular, concise & proactive communication to user groups.
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Ensure that the ITSC Team work together seamlessly to ensure a quality user experience.
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Ensure ServiceNow is monitored and tickets are resolved in a timely manner. Ensure KPIs are maintained and improved on.
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Ensure the team continues to adapt to the ever changing face of technology, with users having services on many different hardware and software platforms.
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Ensure knowledge within the Knowledge Base is routinely reviewed, refreshed and maintained.
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Adopting existing tools for hardware asset tracking and lifecycle management.
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Responsible for the provisioning, tracking, monitoring and reporting of hardware asset status, administering asset tracking tools and ensuring their accuracy.
- IT Degree or equivalent certifications preferred (i.e. MBO/HBO qualifications)
- ITIL Foundation or above desirable
- A+ Certification or equivalent
- Strong communication and influencing skills in English and Dutch at all levels of seniority.
- Experience in working within and leading a team – in particular with the rollout, adoption and adaptation (CI) of new processes and ways of working.
- Minimum of 1 year management experience.
- Strong background in Technology Support and/or Service Delivery.
- Extensive working knowledge of Microsoft Windows OS, and hardware and software configuration.
- Strong working knowledge of smart phone and tablet operating systems and hardware.
- Extensive experience using hardware provisioning and asset tracking, monitoring and reporting.
- Able to give structure to day to day operations, manage project deliveries and adopt/adapt new initiatives.
- Experience of managing/interacting with regional/global teams.
Service minded attitude. Hands on mentality, self-starter, flexible, problem solver, you remain calm and productive under pressure and are a team player.
Clifford Chance is one of the world's largest law firms with 34 offices across 24 countries. The firm advises the world's leading financial institutions and multinational businesses on complex legal transactions and issues.
Equal Opportunities
Diversity & Inclusion is an integral part of Clifford Chance`s strategy. We strive for our employees to feel comfortable and at their prime in their working environment. We believe that our continued success in serving our clients is furthered by our people being able to deliver a diverse range of viewpoints and innovative ideas. Clifford Chance continuously strives to ensure that there are no barriers to equality of opportunity. We provide opportunities for people based upon merit and we strive to treat all of our employees and job applicants equally irrespective gender, age, background, religion, political affiliation, ethnicity, disability, sexual orientation, or any other grounds.
The employment contract is subject to a positive Certificate of good behaviour (VOG) obtained from the local authorities. These costs can be reclaimed from Clifford Chance and more information will be given at the appropriate time.#LI