As an IT Help Desk Manager EMEA, you will supervise the day-to-day activities of 9 IT Helpdesk Support Specialist in the EMEA region, who provide technology resources and services in support of Company operations.
We are a Global Help Desk. Our mission is to provide a professional customer-focused, single point of contact for IT support and advice within our big IDEXX family. We strive to deliver exceptional customer service and we support more than 350 applications including Salesforce, SAP, and Office 365. We are in 10 locations spread over 7 countries and speak 7 languages although English is the main working language.
In this role:
You will plan and organize work activities of the Help Desk team.
You will guide, coach and develop the team, evaluate their performance and administer employment actions.
You will strive to maximize customer experience using data, metrics and system tools and proactively resolve issues and remove obstacles.
You will communicate with related departments and vendors to coordinate work, resolve issues, perform system upgrades and maintain ongoing functionality.
You will lead and contribute to continuous improvement projects.
You will coordinate the work of outside vendors and contractors.
You will provide input to department policies and procedures.
You will prepare analyses of the issues and various reports summarizing activities.
You will keep up to date with Company products and services and technology as well as developments in the industry affecting work activities.
What does Success Look Like:
Day 1 – You are enthusiastic, willing to learn and are getting to know the team.
Day 60 – You've integrated into the team, earned the trust of the team and business stakeholders.
Day 365 – IT Help Desk team is continuedly successful in both customer satisfaction and reported IT metrics (resolution time, wait time etc.)
What You Will Need to Succeed:
You have supervisory experience and truly enjoy managing and helping people.
You have experience in technical support or other technical experience in an international environment.
You are good at organizing, prioritizing and directing work activities and managing time.
You excel at building relationships and raising customer satisfaction.
You have excellent reasoning, analytical and problem-solving skills.
You are a strong communicator both in writing and verbally. You are fluent in English and can hear English across multiple accents. Other languages are an advantage.
You have skills in project and vendor management.
Education in IT field and a couple of years of experience at IT Helpdesk are an advantage as well as experience with reference laboratories.
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.