RailNetEurope (RNE) is an association of European Infrastructure Managers (IMs) and Allocation Bodies (ABs) with the common goal of facilitating international traffic on the European rail infrastructure and increasing the efficiency of the IMs'/ABs' processes. RNE's Joint Office (JO) is located in Vienna with approximately 70 employees from many different European countries.

Detailed information can be found on RNE's website: www.rne.eu

We are seeking a dedicated and skilled IT Service Desk Manager to join our team and play a key role in supporting RNE employees and external stakeholders.

IT Service Desk Manager

Your duties / responsibilities

Lead and manage two IT Service Desk analysts (supporting, mentoring and development of team members), and track the related KPIs.

Ensure timely and efficient resolution of IT support requests, incidents, and problems according to defined SLAs.

Oversee the support process and troubleshooting of IT-related equipment like laptops, printer, phone systems, mobile phones and tablets.

Support and ensure smooth operation in all corporate IT related applications (Microsoft systems, Azure, O365, etc.)

Develop and maintain IT Service Desk policies, procedures, and documentation (ISO27001).

Collaborate with other IT and business teams (security, applications) to resolve complex issues and implement changes.

Oversee the IT purchasing process and asset management for office and end user equipment.

Drive customer satisfaction by ensuring a high level of communication and professionalism in all interactions.

Provide regular reports and updates to senior IT leadership.

Your qualifications & skills

Bachelor's degree in the area of computer and IT systems, with at least 3-years' experience, or nonacademic educational level with a minimum of 5 years' experience in similar positions.

ITIL Foundation certification is required. Knowledge on ISO standards (ISO27001) is considered a big plus.

Excellent leadership, communication, and interpersonal skills.

Extensive experience with IT service management tools.

Ability to work under pressure and manage multiple priorities.

What we offer

Up to 30% home office to maintain a good balance between work and leisure time.

A brand new modern and fully accessible office.

A friendly and cooperative team with interesting projects.

Individual development opportunities in an international company

Flexitime

working in a sustainable industry

Salary

The annual gross minimum wage for this position according to the Austrian Act on Equal treatment is EUR 55.000 (full time - 40h/week), with willingness to negotiate overpayments in line with the market, depending on experience and qualifications.

Are you interested in the position?

We are looking forward to receiving your CV together with a letter of motivation (including possible starting date and salary expectations) and please kindly note that we will only accept applications via this link.

We kindly ask you to take note that RNE cannot cover applicants' travel expenses for interviewing processes.

About this job

Employment type: Full Time (Permanent employment)

Salary: from 55,000 EUR yearly

Seniority level: Project or Team Lead, Senior Position

Work model: Hybrid

Place of work: Wien

Field of work: Executives, Management, IT, Data Processing

Unfilled vacancies: 1 vacancy unfilled for this position

About the company

Employer: "RailNetEurope" - Vereinigung zur Förderung des internationalen Verkehrs auf der Eisenbahninfrastruktur

Number of employees: 51 - 100 employees

Locations: Wien

Details about this job

Full Time (Permanent employment)

• Monday to Friday
• 40 hours
• 30% Homeoffice

Place of work

• Wien

Must-have skills

• ITIL Foundation certification
• IT service management tool

Nice-to-have skills

• ISO standards

Nice-to-have education

• Bachelor's degree in the area of computer and IT systems
• Nonacademic educational level

Your benefits

• Home office
  up to 30%
• Flexible working hours