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IT Helpdesk Mgr - On site support

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Datum: 26-mei-2021

Plaats: EVERE, BE, 1140

Bedrijf: carrefourb

Manager On-site Service Team - NL/FR/ENG


Carrefour Belgium is looking forward to hiring a Manager for the on-site service team providing on-site “IMAC” services to all Carrefour stores in case of incidents, problems, installations of store specific devices such as POS, scanners, SCO/SCA, workstations, networks.
In this position, you manage the team of on-site engineers, consisting of internal and external staff, and evaluate the performance. Collaboration with other IT Team managers within Carrefour and synchronization with the Team Manager of the first and second line Helpdesk Agents is important.
You ensure on a daily basis that customer service is performed on time and accurate. You recruit, train and support the on-site engineers; you define customer service standards in line with operational/business needs and you contribute to improving customer support by actively responding to queries and handling complaints.
You are responsible for budget management, you develop daily, weekly and monthly reports on the on-site team’s productivity and you take actions where and when needed.
You take the lead in resolving major incidents and you report to senior management.

Swift communication is key for this role, being able to translate technical matters into understandable language and communication with our customers/end-users in case of crisis is key for this position.
Managing external partners / service providers is also a part of this job.

Your Profile
Experience in a similar role is requested.
Strong technical background and a proven track record over a period of minimum 7 years is required.
Experience in on-site services is considered to be an advantage.
Analytical mindset and solution oriented.
Proven people management experience is a must.
Strong communication skills, spoken and written.
Stress resistant.
Language Skills
Fluency in Dutch or French.  Fluency in both of these languages will be considered as a huge advantage.
Conversational level of English.

Our Offer
A permanent position in our internal IT department.
An attractive salary with company car.
Commuting allowance.
A pension plan, meal vouchers, exclusive discounts in our stores, bonus plan and 26 holidays per year.
The possibility to grow, internal career opportunities.