IT - Global Helpdesk Lead

by dejobs.org

Lisbon

Job ID 30054 **IT - Global Helpdesk Lead** Regular Brussels, Belgium (https://www.google.com/maps/place/Brussels,Belgium) Lyon, France Lisbon, Portugal (https://www.google.com/maps/place/Lisbon,Portugal) Düsseldorf, Germany Athenes, Greece (https://www.google.com/maps/place/Athenes,Greece) Oldbury, United Kingdom of Great Britain and Northern Ireland Bucharest, Romania (https://www.google.com/maps/place/Bucharest,Romania) My candidate profile Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come. **_Job overview and responsibilities_** Syensqo, a leading multinational materials company, is seeking a Helpdesk Lead to oversee and enhance the strategic and tactical operations of our Helpdesk services, which are delivered by an external partner. This role is crucial for driving operational excellence at the Helpdesk level, ensuring that our IT support services meet the highest standards of efficiency, effectiveness, and user satisfaction. The Helpdesk Lead will not directly oversee the Helpdesk staff but will focus on the strategic oversight of Helpdesk operations, including the establishment of proper communication channels between the company and our external Helpdesk partner. **Key Responsibilities:** + Serve as the primary liaison between Syensqo and the external partner delivering Helpdesk services, ensuring alignment with our IT support objectives and standards. + Develop and implement strategies to enhance the quality, efficiency, and effectiveness of Helpdesk operations. + Monitor and evaluate the performance of Helpdesk services through key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement. + Collaborate with the IT Operational Excellence Lead and other stakeholders to align Helpdesk operations with overall IT and business strategies. + Establish and maintain effective communication channels between the Helpdesk team, IT department, and end-users to ensure timely and accurate flow of information. + Drive continuous improvement initiatives based on feedback from end-users and performance metrics, ensuring the Helpdesk service evolves to meet changing business needs. + Facilitate regular review meetings with the external Helpdesk partner to discuss performance, challenges, and future strategies. + Ensure that the Helpdesk team is equipped with the necessary tools, resources, and training to provide high-quality support services. + Lead the development and implementation of best practices, policies, and procedures for Helpdesk operations. + Act as an escalation point for critical Helpdesk issues, coordinating with the external partner and internal teams to resolve issues promptly. **_Education and experience_** + Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. + Minimum of 5 years of experience in IT support or Helpdesk operations, with at least 2 years in a leadership or management role. + Strong understanding of Helpdesk operations, including experience with external or outsourced service delivery models. + Excellent strategic planning and project management skills, with a proven ability to drive operational improvements. + Exceptional communication and interpersonal skills, with the ability to effectively liaise between technical teams, external partners, and non-technical stakeholders. + Demonstrated ability to analyze performance data, identify trends, and implement solutions to enhance service delivery. + Experience in developing and managing SLAs and KPIs for IT support services. + Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment. + Leadership and team management experience, with a focus on developing collaborative relationships rather than direct supervision. **_Skills and behavioral competencies_** + Result orientation, influence & impact + Empowerment & accountability + Team spirit, building relationships, collective accountability + Strong leadership capability, executing as appropriate in the areas of responsibility + Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others **_Language skills_** English **_What’s in it for the candidate_** + Be part of and contribute to a once-in-a-lifetime change journey + Join a dynamic team that is going to tackle big bets + Have fun and work at a high pace + Have a high level of autonomy About us + Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity. + At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.