Workplace User Help-Desk Manager

Main tasks for Workplace User Help-Desk Manager are:

• Plan, organize, engage the Workplace User Help Desk central but geographically distributed team to deliver Department responsibilities and targets; User Help-Desk distributed teams should work according to Group Standards, same KPIs set and reporting to continuously improve service quality (e.g. reduction in #tickets inflow and #tickets in backlog,  reduction of #tickets in aging buckets);

• Collaborate with the GOSP Workplace End-Point Management team to deliver and continuously improve Workplace proximity services and with other GOSP Workplace Departments and Units for what User Help Desk services are concerned;

• Collaborate with GOSP Security to implement Security Operations requirements which requires interaction with the Users equipment;

• Collaborate with Group Procurement to plan and manage existing Workplace contracts renewal and to prepare and run tenders including Workplace services;

• Collaborate with GOSP Infrastructure Operations Service Desk to define and continuously improve processes (e.g how to trigger potential Incidents) and tools (e.g. ServiceNow);

• Collaborate with GOSP CTOs and BRMs to estimate efforts for Customer Demands with Workplace User Help-Desk activities;

• Produce and report weekly/monthly/quarterly Workplace User Help-Desk analytics, KPIs and Services Technical Measures to monitor services consumption, SLA/OLAs and to identify opportunity of service optimization;

• Contribute to the implementation of Operational Excellence (OpEx) programs for what Workplace User Help-Desk initiatives are concerned;

• Cascade periodically to Workplace teams Group Strategy and GOSP Strategy updates;

• Support Workplace Teams to enable “Decarbonization” and “Diversity Equity and Inclusion” (DEI) programs.

Requirements:

The Candidate should have at least 12-15 years of experience in multinational companies with line responsibility including IT Operations and User Help-Desk Management, best if with multi-country exposure.

• Transformation and change management skills applied in Target Operating Model in IT and Operations are required;

• Strong balance between hard and soft skills is required;

• Proven structured communication and problem-solving skills are mandatory;

• Ability to be always in touch with the newest improvements in technological innovations and apply them in the IT Workplace solutions;

• The ability to work under pressure and handle stress.

Skills:

• Strong proven Service Management skills;

• Problem-solving and analytical skillset;

• Structured Communication skills and ability to manage a wide array of different stakeholders;

• Strong operational focus, ability to drive topics and deliver results;

• Proven Vendor Management skills in multi-country contracts;

• Fluent English, another European and/or other language is a plus;

• A bachelor's / University degree in Business, Computing, Engineering, or related field.

Notes/Preferences:

• Based in Milan Headquarters;

• Available for frequent working travel in Generali Group Legal Entities (mainly in Europe).