IT Team Manager

Discipline Information Technology
Location Bucharest (RO)
Hours a week 40

For our office in Bucharest we are looking for an experienced team manager to build, coach, manage, improve and develop the 1st line team and supporting functions around it to deliver the best quality of service to the company while further increasing the value of the team(s) by increasing the number of incidents that are solved in IT Operations team(s), delivering the best possible support quality to the company with the provided resources

What you will do:

  • Manage a team of Operations Engineers, Technical Lead, Application Support Engineers,Incident Manager and IT Trainer;
  • Make sure that employees are evaluated quarterly and competencies and skills are developed based on personal and company needs;
  • Bring individual team members together forming a tight team that achieves KPI targets and SLAs;
  • Build the best possible team to fulfill the company needs while remaining within budget;
  • Constantly adapt the team (and its members) to the dynamically changing company and guarantee stability in delivered services;
  • Hire team members and build team(s) to high standards;
  • Develop a way of working used by the 1st line team and see that it’s following;
  • Maintain the highest quality of service while adapting to team changes and steadily improve it long term;
  • Define challenging but realistic KPI’s and SLAs for the teams;
  • Improve knowledge and improve processes and procedures to increase the number of incidents solved by the first line
  • Achieve team incident handling SLAs and KPIs;
  • Guarantees the quality of the team incident handling and communication as requested by the business;
  • Ownership of the service desk and the support process to improve the 1st line support quality;
  • Constantly identifying company needs and suggest improvements by proposing changes, implementing them and doing a follow up until the goal is achieved;
  • Make sure service desk tickets are handled within the SLA and removes any obstacles that hinder achieving target SLA
  • Define, improve, develop and implement support procedures;
  • Guide and direct the incident manager to make sure that the 1st line team follows the established procedure;
  • Work with the incident manager to continuously keep the incident process up to date and running at high quality levels;
  • Make sure that application support teams form a bridge between the 1st line team and application managers in the Netherlands;
  • Make sure that knowledge for operational tasks is transferred to the application support engineers;
  • See that KPI’s for the Incident manager, IT Trainer and Application Support Engineers are met;
  • Work with other IT Operations teams to achieve team targets;
  • Align with (IT) management and the CIO in the Netherlands;
  • Manage relationships with various (technical) teams to improve collaboration and results related to incident handling and (application) support;
  • Provides feedback about performance of operations engineers and the team to manager of IT Operations;
  • Analyzes team performance by using objective reports, identifying improvement suggestions, proposing and implementing them;
  • Brings ideas on how to continually improve 1st line engineers and the team and implements follow up actions.

Must haves:

  • Excellent oral and written English communication skills;
  • 3+ years of management experience with a proven track record of setting up, building and developing teams long term;
  • A self-directed approach with a high degree of initiative to investigate and resolve issues while motivating others to do the same;
  • Knowledge, exposure and hands-on experience with ITIL processes like incident management, problem management, event management, change management, request fulfillment and access management;
  • Ability to identify and set priorities and dig in and follow up until results are delivered;
  • Experience with Atlassian products like Jira and Jira service desk is a big plus;
  • Experience working as a senior service desk or managing a service desk team are a big plus
  • Project management experience is a plus;
  • Affinity with IT related subjects like Active Directory, Exchange, (Virtual) server environments, networking, application management, monitoring software and basic hardware knowledge are a big plus;
  • Experience working with different cultures or in an international company is a plus;
  • Willingness to travel to other sites/countries on a regular basis (quarterly) is a must.

vidaXL as employer

So, are you looking for a dynamic international company that values your curiosity, passion and desire to learn? Would you like to work in a team with colleagues who think big and are eager to take on fresh challenges? Take the opportunity to meet and work within a team of professionals with diverse cultural backgrounds who also have a few things in common: ambition, fun and excellent skills.

Want to join us?

We are looking forward to receiving your online application. Please don’t hesitate to contact our recruiter Florentina Maricuta/ [email protected] / Mobile: (+40) 760 202 043 for more information.

vidaXL Center SRL | RAMS Business Center | Dudesti-Pantelimon 42 | Sector 3 – Bucharest | Romania


What we offer

We offer you a challenging and varied position in a powerful and dynamic international company. An organization for ambitious professionals who exploit opportunities, dare to take decisions and feel at home in an informal, no-nonsense, results-oriented organization. Do you recognize yourself in this? Apply now and you will count on excellent future prospects.

Haba Trading B.V.
Mary Kingsleystraat 1
5928 SK Venlo

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