IT Support & Service Desk Manager

Job description

Are you interested in joining an award-winning live streaming website that has 45 million unique visitors per day? Does the thought of working with scalable web architecture pique your interest? Would you be excited to work on one of the world’s Top 50 websites according to Alexa.com? 

 If the answer is yes for any of the above, then LiveJasmin is the place for you! Over 200 developers are working around the world (and clock) to ensure our service maintains the highest standards at all times. If you would like to join a diverse international team and work on interesting projects that challenge your knowledge and expertise, you’re the kind of person we want! Come and join us at our headquarters in Luxembourg!


This position is responsible for managing and coordinating the IT Support and Service Desk Department. IT Support and Service desk team supports our success by developing a friendly IT office environment that helps co-workers work efficiently. Also responsible for IT operations in our Luxembourgian office, including workstation, server, and network infrastructures. The department handles and supports incoming requests from co-workers.

The successful candidate will be a hands-on manager with a thorough understanding of infrastructures and internal systems as well as a recognized ability to manage a team.


What you will be doing:

  • Managing the team of 5 IT Support & Service Desk Administrators
  • Stabilizing and engineering SLA
  • Proactive monitoring
  • Quickly shifting priorities and reacting appropriately, customer service SLA
  • Finding the right internal contact for customer questions
  • Taking ownership and responsibility, offering solutions, and meeting deadlines with ETA
  • Workstation operating (Win, Mac, Linux)
  • Office area operating (meeting rooms, wall screens)
  • Mobile device operating and managing, MDM
  • Remote access operating, ensuring a stable and correct VPN, RDP
  • Unifying solutions at different locations (ticketing, video calls)
  • Managing stock and inventory (accurate, ensuring adequate level of stock)
  • Supplying relations (related to responsibilities of the department)
  • Managing AD accounts/email address lists maintenance
  • Ensuring up-to-date software
  • Process automation
  • Continuous workstation development (software updates and hardware upgrades)
  • Implementing latest technologies, plugs, adapters and digital screens in the meeting rooms
  • End-of-life device replacement
  • Research suppliers

Requirements

  • Customer support and service-oriented mentality
  • Proven and verified experience (6+ years) operating an office with a 500+ employee IT company, with 5+ proximity team (but no senior level management experience)
  • Experience with enterprise operation of Windows, Mac, Linux
  • Operating system basic knowledge
  • Networking basic knowledge, including name resolution, routing, firewall
  • Basic knowledge of hardware
  • Strong leadership skills
  • Strong work ethic
  • Ability to write consistent documentation in English
  • Electrical engineering or similar background (data center is a plus)
  • Ability to read and draft technical diagrams/blueprints

Advantages

  • Experience with openstack / ceph

  • Atlassian products knowledge

  • Java development experience

  • Experience with sql language

 

What we are offering 

Salary and benefits

  • Competitive salary
  • Relocation package and moving assistance from HR if relevant
  • Meal vouchers
  • Private health insurance
  • Additional holiday entitlement based on length of service with the company
  • Free gym membership
  • Sympass discount card

Company culture

  • Dynamic and friendly atmosphere
  • A multi-cultural environment made of 30 different nationalities, with English as the official language
  • Daily breakfast in the office
  • Free coffee, tea, and fresh fruit every day
  • Fantastic events, including Christmas Parties, Family Days, Hackathons and other surprises
  • Chill rooms, creative areas, and LAN parties
  • Company branded merchandise (goodies)
  • High quality of life offered by Luxembourg

Professional growth

  • Opportunity to attend conferences, certifications, technical workshops, trainings, and meetups
  • Free language courses in the office
  • Enthusiastic professionals to learn from
  • Possibility to advance in the company