Director of Help Desk

3 weeks ago

Greater Montreal Metropolitan Area, Canada TALTEK | TALENT en TECHNOLOGIE Full time

TALTEK cherche à combler le poste suivant pour l’un de ses clients :


Permanent – Director of Help Desk


RÉSUMÉ DU POSTE


Le directeur du service d'assistance allie une expertise technique à de solides compétences en matière de leadership et de relations interpersonnelles, afin d'amener l'équipe du service d'assistance à fournir des services de soutien exceptionnels à l'organisation et à ses utilisateurs. Il joue un rôle crucial en veillant à ce que les fonctions d'assistance informatique de l'organisation se déroulent sans heurts et que les utilisateurs reçoivent une aide rapide et efficace pour résoudre leurs problèmes techniques.


RESPONSABILITÉS


· Gestion d'équipe : Diriger et gérer plusieurs équipes de professionnels du service d'assistance, en fournissant des conseils, une formation et un soutien pour assurer le succès de l'équipe.

· Planification stratégique : Élaborer et mettre en œuvre des plans stratégiques pour le service d'assistance, en s'alignant sur les buts et objectifs généraux de l'organisation.

· Amélioration des processus : Identifier les domaines d'amélioration des processus et procédures du service d'assistance et mettre en œuvre les changements nécessaires pour améliorer l'efficacité et la satisfaction des clients.

· Service à la clientèle : Favoriser une culture centrée sur le client au sein des équipes du service d'assistance, en mettant l'accent sur la réactivité, le professionnalisme et l'engagement à résoudre les problèmes.

· Mesures des performances : Établir et surveiller des indicateurs clés de performance (ICP) afin d'évaluer les performances des équipes du service d'assistance et d'identifier les domaines à améliorer.

· Collaboration : Travailler en étroite collaboration avec les autres services informatiques, ainsi qu'avec les unités opérationnelles, afin d'assurer une communication et une collaboration sans faille sur les questions liées aux technologies de l'information.

· Gestion du budget : Gérer le budget du service d'assistance, en allouant les ressources de manière efficace et en veillant à la rentabilité.

· Gestion des fournisseurs : Collaborer avec les fournisseurs et les prestataires de services tiers afin de garantir la fourniture de services et de solutions de qualité.


EXIGENCES


· Baccalauréat dans un domaine pertinent ou expérience professionnelle équivalente

· 7 à 10 ans d'expérience dans des fonctions d'assistance informatique, avec des niveaux de responsabilité de plus en plus élevés

· Expérience de la gestion de plusieurs équipes de service d'assistance à l'échelle mondiale

· Solide connaissance des systèmes, réseaux et technologies informatiques afin de diriger et d'orienter efficacement l'équipe du service d'assistance.

· Solides compétences en matière de leadership et de gestion, avec la capacité de motiver et de guider une équipe de professionnels de l'informatique.

· D’excellentes aptitudes à la communication, tant écrite qu'orale, pour interagir avec les membres de l'équipe, les autres services et les clients

· De solides compétences en matière d'analyse et de résolution de problèmes pour traiter des questions techniques complexes et prendre des décisions en connaissance de cause

· Un engagement à fournir un excellent service à la clientèle et une volonté d'améliorer en permanence l'expérience de l'assistance à la clientèle

· Capacité à hiérarchiser les tâches, à gérer plusieurs projets simultanément et à respecter les délais.

· Bilingue (français et anglais)

· Capacité à voyager


À PROPOS DE TALTEK


TALTEK est une société de placement et de conseil en technologie de l’information. Chez TALTEK, nous nous engageons à offrir le meilleur niveau de service à nos clients et candidats. Notre approche est humaine et nos valeurs sont : la transparence, l’intégrité et le respect.

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