Passion-Innovation-Integrity

An International Software Company in the Gaming Industry is looking for a talented

Service Desk Manager

to join our team at the Betware Service Office in Belgrade

Betware is a pioneer in the Internet gaming market and has since 1996 been developing interactive solutions for licensed gaming operators. In 2013 Betware was acquired by Novomatic, one of the largest conglomerates in the gaming industry.

Betware offers an Omni channel solution for Lotteries, allowing them to sell their games through multiple channels (retail and interactive), making them available for players wherever and whenever they desire. The solution is built on a flexible and open gaming platform. This allows operators to apply a multisource strategy and implement best of breed games and services from vendors of their choice. With the ISO 27001 certification, WLA Security Control Standard Certification, and numerous lottery audits, Betware’s solutions have proven to be extremely secure and reliable.

Betware employs a team of talented, creative, and passionate professionals based in Belgrade, Reykjavik, Copenhagen, and Madrid. The office in Belgrade has been constantly growing since 2012 and the team currently consists of around 75 professionals that are working on long term projects for well established Lotteries around the world. The company has high ambitions to grow the office in Belgrade further and is therefore aiming at hiring qualified and experienced software testers to join the team.

Betware emphasizes a friendly and lively atmosphere where team spirit is highly valued.

Service Desk Manager works in a very dynamic, international and customer oriented business environment. Position is responsible for the proactive planning of all incoming calls/support requests allocations received within a specific geographic territory or client’s responsibility.

Overall responsibility of the role is to provide management to a team of service desk agents to deliver excellent customer service to our internal and external customers within a 24/7 Service Desk environment covering Europe and North America.

Service Desk Manager oversees the performance of services and support to clients. Ensure that service levels are effectively utilized and achieved and clients’ expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.

Other duties include:

• Responsible for managing and coordinating an efficient Service Desk to ensure quality support to our clients
• Plan, prioritize, assign, and monitor all open requests/tickets, incidents, ensuring the prompt delivery of service to meet our contractual terms and conditions
• Take responsibility in managing and coordinating urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Participate in training, coaching and mentoring Service Desk Agents
• Oversee and manage staff activities, schedule employees working shifts and provide backup support
• Monitor and manage phone queues, participating in escalated calls as needed
• Interact with internal and external clients
• Developing Service and Business Level agreements to set expectations and measure performance
• Maintaining effective and timely communication with Project Managers, Account Managers and other managers obtaining regular progress updates
• Advise management on situations that may require additional client support or escalation
• Provide data and reporting of SLA related KPI’s and trends to CTO and other adhoc, weekly, monthly and as needed
• Drive Service, Service tickets and Service Level Agreements to set expectations and measure performance and develop strategies for improvement
• Participate in managing process for communicating outage/emergency activities to the organization
• Review survey feedback to improve services, tools and support experience
• Work according to ISO 27001 and ISO 9001 certification
• Reference: qKJMzPzdKPUm0IconQ8gpDFjm_0Jg2V7BmbOkzJDx1E.

We are looking for enthusiastic individuals with an experience in Customer Service
Desk Management. The qualifications are:

• BSc degree in Computer Science or equal education
• Experience in IT Service Management role
• Excellent Customer Service skills
• Experience with managing a Service Desk support team
• Strong customer focus and proven ability to establish effective relationships with stakeholders
• High level efficiency, problem solving attitude, precision and attention to details
• Good organizational skills
• Good communication skills
• Analytical skills
• Must have Service Management mentality and strong ethics
• An understanding of desktop hardware & software
• Computer literate
• Excellent knowledge of English language, both written and spoken

We emphasize on having great working environment and offer the following to our
employees:

• Extensive training when entering the company as well as throughout the employment introducing new technologies and work methods
• Modern office space in Belgrade
• High quality office equipment
• Agile work methodology
• Private health insurance
• Happy Fridays
• Social activities
• Events that support innovation
• Being part of one of the largest Gaming Company in Europe
• Participate in the growth of the office in Belgrade
• Work in an international environment with Scandinavian work culture
• Opportunity to learn and grow
• Possibility of traveling

We are looking for individuals with solid experience in Service Desk Management. If
you have the passion and enthusiasm for Customer Service Management we may
have an exciting opportunity for you.

Please send your resume in English electronically, before 14.09.2015.

Only resumes in English will be evaluated.