COTECNA recruits 01 IT Service Desk Manager

COTECNA is hiring an IT Service Desk Manager

Cotecna is a leading provider of testing, inspection and certification services. We offer solutions to facilitate trade and make supply chain safer and more efficient for our clients. Founded in Switzerland in 1974, Cotecna started off as a family business and has now grown to become a world-class international player with 3000 employees in close to 100 offices in over 50 countries.
Are you looking for a motivating environment where you have the opportunity to be part of a fantastic journey? We are currently looking to hire a IT Service Desk Manager based in Dakar, Senegal.

We offer a dynamic work environment built on a family spirit where our values are key to our success. We are now investing in and transforming the company for continued success in the future.

The mission of the IT department is to contribute to Cotecna’s business, operations, and growth ambitions providing best-in-class services, delivering innovative solutions, and ensuring we operate in a safe and secure IT environment.

The IT Service Desk Manager is responsible for the worldwide support of IT infrastructures and software applications.

Main Accountabilities
Lead the Global IT Service Desk Team and provide users with best-in-class IT support (worldwide):level 1 – Local IT Team
level 2 – Service Desk Engineers
level 3 – IT Experts (development teams, network and systems engineers, database admin.)
Configure, monitor, and maintain the Corporate IT Service Management platform (EasyVista)
For new contracts or office setups, allocate human resources to support IT Delivery Managers (if required)
Monitor support performance (based on agreed Service Level Agreements)
Define and deploy (among all support levels) on-going improvement of IT support processes and procedures
Supervise all IT resources involved in level 2 IT&IS support, level 3 – Data Base and IT
Define staff requirements to maximise support efficiency (technical skills, headcount planning, support coverage)
Manage and monitor IT support budget.
You preferably have
BSc / MSc in computer science.
Minimum 10 years experience in IT support.
Minimum 5 years experience in people management.
Experience and knowledge of Testing, Inspection & Certification (TIC) business, products and services
ITIL Certification.
Strong technical background (network, databases, Microsoft technologies).
Fluent in English and if possible French and/or Spanish.