Service Desk Manager

Odevo is a group of exciting brands with a shared vision of challenging status quo in the property management industry. We are committed to revolutionizing the industry with innovative software solutions that make managing properties easier more efficient and more effective. Our rapidly growing product and engineering organization now includes around 200 highly skilled professionals.

Our cloud-based platform is unique and in a brief time we have proven ourselves as a leading and innovative player on the market. Our product development department acts as a SaaS supplier to all the companies in the Odevo group and several other players in the industry. Together we will continue to challenge and change this industry. To continue our ambitious growth journey we seek more great people to join us to build market-leading property management software products. Are you one of them

About the Role

As a critical part of the IT Operations team this role will manage our Finland based Service Desk team supporting several companies within Finland. This role involves managing daily operations of the Service Desk ensuring efficient and effective support to end-users and continuously improving service delivery processes.

• Oversee the daily operations of the Finland Service Desk team ensuring timely and effective resolution of technical issues for multiple companies.
• Provide direction and support to the IT Ops Finland Service Desk team including hands-on administration and day-to-day management of network systems servers workstations mobile devices and peripherals in a complex multi-platform computing environment.
• Implement and manage ITIL-based processes and best practices to enhance service delivery.
• Monitor and analyze Service Desk performance metrics to identify areas for improvement and ensure all contacts are logged.
• Develop and maintain documentation for IT support processes and procedures.
• Train mentor and supervise Service Desk staff to ensure they have the right skills and knowledge as well as fostering a collaborative and customer-focused environment.
• Coordinate with other IT teams to ensure seamless support and integration of IT services.
• Manage major incidents escalations and provide advanced troubleshooting for complex technical issues.
• Ensure compliance with company policies security standards and regulatory requirements.
• Conduct customer satisfaction surveys and real-time feedback on tickets follow up with customers to identify areas of improvement.
• Continuously identify ways to improve Service Desk operations through automation improved processes and by keeping up to date with the latest industry trends and technologies.
• Ensure the Service Desk communicates with customers in an effective and timely way.

Who You Are

• Organisationally savvy with the ability to engage at all levels of an organisation
• Strong leadership skills
• Ability to articulate new ideas and concepts to technical and nontechnical audiences
• Excellent presentation communication and interpersonal skills
• Ability to understand the long-term (big picture) and short-term perspectives of situations
• Ability to effectively quantify and translate business priorities into technical solutions
• Ability to communicate complex problems in a non-technical and simplified manner
• Attention to detail and excellent analytic skills
• Well organized and able to work on own initiative
• Flexibility to travel within Finland
• Trusted and respected as a thought leader with strong influencing skills
• Displays intellectual curiosity and integrity
• Motivated and driven by achieving long-term business outcomes
• Ability to work effectively in a team environment and lead cross-functional teams
• Fluent in both Finnish och English

Experience

• Bachelors degree preferably in a technical discipline or equivalent experience
• Experience in a Service Desk or IT support management role
• Experience in managing multiple service providers
• Excellent leadership communication and interpersonal skills
• Proficiency in using Service Desk software and tools
• Able to communicate fluently in English both written and verbal
• Understanding of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) principles
• Strong technical and troubleshooting skills specific to IT hardware software and cloud platforms
• Awareness of the importance of Security and GDPR requirements

What we offer

• Professional growth - to work with the most talented developers in the industry.
• Modern technology - we invest in the latest technologies and tools and encourage our team members to share their ideas and take ownership of their work.
• Innovation - to work on exciting projects that push the boundaries of our industry and make a real impact.
• Commitment to quality - a dynamic and forward-thinking company that values profitable and long-term product development.

Excited
If you are excited about being part of a successful team apply for this position!

Why we formed Odevo
About Odevo
Our Software