Service Desk Manager

Rotterdam
Infrastructure Operations
Full-time
Experienced

Your tasks

As the Service Desk Manager at i3D.net, you will lead and manage a team of 1st-line support professionals responsible for delivering 24/7 support to our global customer base. Your role involves ensuring that the Service Desk efficiently handles incoming tickets, escalates unresolved issues to relevant technical teams, and maintains proactive communication with customers regarding service monitoring. Additionally, your team will manage essential commercial and administrative tasks during business hours, such as providing quotes, pricing information, and processing account changes. You will define standards on how to monitor our services, ensure other departments follow these guidelines to make sure the team can monitor and support properly. All to ensure the smooth operation of our services and continuous improvement of the customer experience.

Team Leadership & Management
  • Lead, mentor, and manage a 24/7 Service Desk team.
  • Ensure team members are trained, equipped, and motivated to provide outstanding customer service and technical support.
  • Monitor team performance, set goals, and provide regular feedback to foster development and growth.
  • Ensure staffing schedules and coverage for all shifts, maintaining service availability around the clock.
Service Desk Operations
  • Oversee the efficient handling of incoming customer tickets, ensuring timely resolution or escalation to relevant teams (e.g., Network Operations, Systems Engineers).
  • Ensure adherence to SLAs (Service Level Agreements) and maintain high standards of customer communication and service delivery.
  • Collaborate with technical teams to escalate issues that require specialized expertise and follow through on resolutions.
  • Implement and refine processes for continuous improvement of service desk operations.
Proactive Communication & Monitoring
  • Ensure the team proactively monitors i3D.net's services and initiates customer communication based on alerts or potential issues.
  • Develop and manage procedures for notifying customers of incidents, outages, or maintenance schedules.
  • Maintain accurate records of all communications and escalations for future reference and reporting.
Commercial & Administrative Support
  • During business hours, ensure the team supports basic commercial tasks, such as creating quotes, providing pricing information, and assisting with customer inquiries.
  • Manage administrative tasks such as processing service cancellations, account changes, and other customer requests. 
  • Collaborate with the Sales and Finance teams to ensure accurate and timely processing of commercial tasks.
Continuous Improvement 
  • Review and analyze customer feedback and support performance metrics to identify trends, areas for improvement, and implement corrective actions. 
  • Contribute to strategic planning by identifying opportunities to enhance the efficiency of service desk operations and improve the overall customer experience.
Stakeholder Collaboration 
  • Act as the main point of contact for escalations and critical issues within the service desk team. 
  • Liaise with senior management and other department heads to align on service expectations and provide updates on ongoing issues. 
  • Ensure alignment between the service desk and internal teams, fostering a collaborative environment.


Your profile

  • 3+ years of experience in a technical support or service desk role, with at least 1 years in a leadership position.
  • Experience managing a 24/7 support team in a high-paced, customer-centric environment.
  • Familiarity with monitoring tools, ticketing systems (preferably JSM), and escalation procedures.
  • Strong interest in, but preferably understanding of cloud infrastructure services and multiplayer video games.
  • Experience with ITIL or similar service management frameworks is a plus.
  • Great leadership and team management skills, with the ability to inspire and guide a diverse team.
  • Excellent communication skills, both written and verbal, to engage with customers and internal stakeholders effectively.
  • Strong organizational skills with the ability to manage multiple priorities and make data-driven decisions under pressure.
  • Proactive problem-solving attitude, with the ability to think on your feet and handle escalations calmly and efficiently.
  • Basic knowledge or interest in sales and commercial processes, with the ability to assist customers in pricing inquiries and related tasks.

Work From Home Budget

Remote is the new office. Optimize your home office space to suit your comfort and needs.

High-End Laptop

You will have the latest Dell Precision or a MacBook Pro at your disposal, ensuring you're fully equipped to rock 'n roll from day one.

Annual Bonus

Get your hard work rewarded with our performance-based bonus of up to 12% of your yearly salary.

Travel the Globe

With offices, data center PoPs, and customers scattered across the globe, you'll be sure to see a city or two.

Vitality @ Work

Keep your mind and body in top shape with our company-funded programs. Quit smoking, get a health check, personal training, or mental coaching.

Workout in our Gym

A fully equipped gym in our Rotterdam office equals deadlifts, squats, and the treadmill for breakfast, lunch, or dinner.

Personal Development

The sky is the limit. We offer you all the room to grow. With our unlimited educational fund, we've got you covered for everything from books or part-time courses to a whole Master’s degree.

Get Free Games

Access to the entire Ubisoft backlog for life comes with the job! You'll never be bored again.

Fantastic Bar

Views, 50 specialty beers, french fries, Friday afternoon drinks, and an all-you-can-eat candy buffet.

What we do

Low latency is our mission! In 2002 we set out to improve online experiences for gamers. Today, we translate our hosting innovations to various industries, but gaming is still in our DNA. And as of 2019, we are part of the Ubisoft family! We build out our network presence in data centers across the globe – from Madrid to Mumbai, Amsterdam to Seattle, and everything in between – bringing content closer to the users. 

Our team works hard on everything related to running our privately owned premium network, from opening new points-of-presence, setting up peering relationships, developing integral products like anti-DDoS protection, and serving our customers with expert help and advice. Finally, we play even harder, in our office gym and bar, and with our lifetime access to Ubisoft games. 

What does i3D.net offer you? 

  • A challenging and dynamic job in an international company
  • A competitive salary (depending on education, knowledge, and experience)
  • 25 vacation days (excluding national holidays)
  • Travel allowance & work-from-home budget
  • Collective pension scheme
  • All the hardware and software you need to perform, including a laptop
  • Career guidance including remuneration of relevant education, courses, and training
  • A modern office in a prime location with open workplaces
  • Free access to Ubisoft games through Ubisoft Connect
  • Free use of the in-house gym

i3D.net is an equal opportunity employer. At i3D.net, we believe in a fair and equal workplace for all and foster an environment that is inclusive as well as diverse. We do not discriminate based on color, race, religion, sexual orientation, gender (identity), age, mental or physical abilities, or other characteristics. We believe that employees thrive when they can be comfortable and be themselves! We encourage candidates to apply knowing that they will be considered solely on their merits and qualifications.

What you can expect

Did you find your next career step?

That’s great! Apply for the position with your cover letter and CV and we’ll get in touch with you as soon as we can.
If you have any questions, feel free to contact our HR department at +31 10 8900070 or via hr@i3d.net.

You may consult our privacy statement for more information on the processing of your personal data.

Address

Rivium 1e straat 1
2909 LE
Capelle aan den IJssel
The Netherlands

Inquiries

+31 (0)10 890 00 70
hr@i3d.net

We do the recruiting for this vacancy ourselves. Please do not contact us for sales purposes.

This site is registered on wpml.org as a development site. Switch to a production site key to remove this banner.