End User Support Group Manager

End User Support Team works under umbrella of Global IT Service Desk providing Technology support to internal Kaspersky Lab users in Moscow. End User Support Manager ensures efficient and continuous operations of his/her team delivering first class support to the users. He/she maintains customer service culture and proactively works on improving customer satisfaction. Significant part of the role is managing direct reports and building efficient team: set objectives, assess performance, plan development/succession, motivate and build team identity.

 Main duties & responsibility

• Manage End User Support team to deliver against its SLAs
  

• Manage End User Support team workload
  

• Take ownership of complex / critical problems, assist staff with resolution
  

• Monitor performance metrics and reporting on periodic basis to ensure conformance to performance targets
  

• Manage technical projects to deliver improvements in service and technology
  
• Identify opportunities for improvement in processes and procedures and initiate Continuous Process Improvement initiatives
  
• Provide leadership, coaching and training to team
  
• Create team atmosphere and motivate engineers
  
• Continuously develop the high performance team
  
• Communicate clear performance expectations to engineers
  
• Review individual performance of engineers regularly
  
• Develop engineer’s career development plans and maintain a culture of recognition within the team
  
• Ensure team goals and objectives are being met

   

Requirements

Experience:

• IT degree or Business Degree with a minimum of 3-5 years of IT-related experience
• In depth knowledge of multiple technologies / applications
• At least 3 years of hands-on end user support experience
• Experience with Service Desk tools
• Understanding of ITIL - ITIL Certification definite plus
• Experience with or in international/global companies

  Professional Knowledge and Skills:

• Excellent customer service orientation and strong focus on customer satisfaction and quality of service
  
• Demonstrated Project Management skills
  
• Demonstrated success in managing individuals and teams
  
• Excellent communication skills, both oral and written
  
• Fluent English both orally and written
  
• Strong questioning, fact finding and problem solving skills
  
•   Excellent task management, planning, time management and measuring work
  
• Ability to appropriately handle stress and conflicts
  
• Desire to work in an information systems environment

  Personal Skills:

• Strong Customer Focus
  
• Results oriented
• Excellent communication (written and oral) and interpersonal skills, relationship building
• Professional, business and people focused
• Strong people management skills
• Sense of urgency, sense of accountability
• Flexible and enthusiastic
• Ability to work under pressure and tight deadlines
• Desire to learn and improve skills and knowledge

Others:

• Ability to travel abroad