2021-016 - Head of Infrastructure & Service Desk
Context : We are looking for an Infrastructure & Service Desk Manager who will report directly to our client's Information Systems department
Locality : Geneva
Missions :
Supervise, manage and pilot the activities of the service
Ensure the implementation of new infrastructure components in project mode, in compliance with the urban plan of information systems and architecture in force
Guarantee the implementation and smooth operation of these components
Guarantee the deployment of physical and virtual server structures, networks, storage and backups
Monitor systems and hardware components
Supervise level 1 and 2 support for all IS-related problems and incidents on the infrastructure and service desk side
Ensure that requests (incidents and service requests) are properly handled within the framework of the SLA, taking into account the deadlines and the satisfaction of internal customers
Follow change management procedures for the entire IS
Manage financial management (recurrent and project) while ensuring compliance with budgetary procedures
Collaborate with the other departments of the department to guarantee customer satisfaction
Report in a structured and periodic manner to IS management
Profile :
University level education in computer science or information system
Strong knowledge of infrastructure (servers, storage, network, workstation)
Experience in contract management with suppliers
Ability to coordinate the activities of the various stakeholders (project management, suppliers, internal customers)
Knowledge of information systems security
Writing skills
Good knowledge of project management methodologies (eg Prince 2, Hermes)
Knowledge of the processes and the main repositories of good practices (ITIL, COBIT)
Management skills
o Know all the services offered to the client and their limits and be able to explain them clearly for his department and know the services offered by other departments and be able to explain them
o Stay positive in case of difficulty, raise issues constructively (analysis and recommendation) and proactively ask for help
o Extract from the operational to reflect on the "how" and "why" tasks are performed
o Show the example of positive collaboration internally and externally
o Combine quality with quantity of work consistently and on time
o Plan, organize and monitor work effectively thanks to achievable schedules
o Diplomacy, interpersonal skills, excellent relationship stress management, political acumen
o Sense of responsibility and anticipation
o Availability within the framework of on-call penalties
o Sense of priorities, organization and planning
o Able to communicate clearly and concisely with very different interlocutors
o Openness to others and good emotional stability
Languages: French C2, English B2, German (a plus)
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