Is Service Desk and Incident

**IS Service Desk and Incident (Low Severity) Manager**:**
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
The IS Service Desk and Incident (Low Severity) Manager enhances consumer productivity and satisfaction (of all ABB employees and externals) by: A. setting up a Service Desk as entry point and key point of contact for all IT-related incidents and service requests. They ensure a consumer-centric mindset and a “never say no” principle to ensure best-in-class IT support for all consumers. B. Minimizing the negative impact of IT incidents for consumers. They are accountable for restoring normal service for consumers as fast as possible and proactively managing incident that fall outside of the expected quality standards. They are required to manage low severity incident across all suppliers and resolver groups

**Your responsibilities**:

- Day-to-day management, resource planning and work allocation to meet agreed service levels
Ensuring that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out
- Analyzing metrics and reports and ensuring issues are resolved
- Drafting and maintaining policies, standards and procedures for the Global Service Desk functions
- Assists with the specification, development, research and evaluation of services standards and applies these standards to resolve or escalate issues
Statistical analysis or recurring issues and delays and informs service owners in order to minimize probability of recurrence and contributes to service improvement.
- Dashboards displaying metrics on performance of Service Desk and incident management Low Severity (3 and 4), including backlog, long running resolution, breached service levels
- Sets up a dedicated team to constantly monitor the ticket backlog and flag tickets according to pre-defined criteria (e.g. low severity incidents with high reassignment rates or long resolution times)
- Leads the development and implementation of a continuity management plan for the Service Desk services. Evaluates the critical risks associated with systems operation and identifies priority areas for improvement. Designs and implements a testing strategy to ensure that continuity plans and procedures address exposure to risk and that agreed levels of continuity are maintained
- Playing an active role in crisis management and the resolution of high impact/high urgency incidents when consumers are impacted
- Onboarding and integrating local 3rd party suppliers and/or local sup-port teams
- Collaborating with other Consumer Support Managers, the Businesses as well as internal and 3rd party IS suppliers
- Collaborating with service owners to ensure proper onboarding of all services to the Service Desk support model.

**Your background**:

- Bachelor’s Degree in Computer Science or equivalent industry experience and qualifications
- Above 10 years of relevant industry and service experience
- 5 years of global experience in leading IS support teams of up to 20 members
- 5 years of global experience in management and leadership roles in service desk support or related areas
- Passionate about Consumer Experience (CX)
- Proven bias for action and fast decision-making
- Enthusiasm for making the service desk experience enjoyable and productive
- Enthusiasm for making Incident Management consumer-centric
- Strong communication and leadership skills
- Expert knowledge in processes, methodologies, tools, and techniques
- Deep understanding of consumer needs
- Demonstrated ability to effectively manage a Service Desk function
- Demonstrated ability to effectively manage Incident functions
- ITIL and/or Lean Certifications preferred

**More about us**: