Global IT Service Desk Manager JB-851


Netafim is seeking an experienced, service-driven management professional to lead our Global IT Service Desk.

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  • LocationIsrael (Tel Aviv)
  • DepartmentIT
  • Job ScheduleFull-Time

A Day in the Life

  • Oversees the operations of Global Netafim IT Service Desk
  • Oversees the operations of Global Netafim NOC Desk
  • Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
  • Reviews work output in order to ensure resource timeliness and quality
  • Develops, coaches and motivates others to improve performance and develop new skills
  • Manages relationships with other managers, business stakeholders and/or IT customers
  • Contributes to and implements business area plans for the IT Service Desk, integrating activities with Business and IT strategy and direction
  • Ensures adherence to Company and IT enterprise standards, goals, processes and policies as they relate to the IT Service Desk; communicates and reinforces corporate-wide and IT specific strategies
  • Leverages data, both quantitative and qualitative, to understand obstacles to delivering business value to IT Service Desk customers and acts to address issues
  • Initiates action to assure delivery of various aspects of projects, process improvements or work efforts
  • Occasional travel, evening/night hours may be required; weekend hours may be required 

What you'll need

  • Bachelor's Degree in an IT discipline, Computer Science or MIS preferred.
  • Prior experience of 3-5 Years managing a technical service desk in a large organization - MUST
  • Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure with 5 Years of work experience
  • ITIL Practitioner Level preferred (ITIL Foundation Certification accepted but ITIL Practitioner Certification preferred).
  • Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
  • Service Now incident management experience preferred
  • Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise- wide service desk. - MUST
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
  • Excellent leadership skills with the ability to execute short-range plans
    should also could react quickly to issues and develop both short- and long-term solutions.
  • Excellent time management skills and ability to multitask, prioritize, and pay close attention to details
  • Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support