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Luxair Group - Manager IT Customer Services


  • Manage the IT Customer Services (Service Desk and Desktop Services teams) and the dedicated internal and/or external staff in order to deliver IT support with a high level of quality towards our internal customers.
  • Reports to VP of IT S&S
  • Manage, plan and lead the dedicated staff, by giving clear instructions about planning, priorities and deadlines
  • Be responsible for the correct execution of the IT Customer Services activities, following strictly the defined rules, policies and procedures
  • Be responsible for the existence and correctness of all related documentations
  • Propose corporate compliant solutions based on user software and/or hardware requests
  • Increase and improve ITSM knowledgebase for IT support processes and end-user support articles
  • Actively participate in the IT Infrastructure management meetings, in order to define department vision, strategy and activities and give necessary input during budget preparation
  • Participate in continuous improvement and write appropriate guidelines where required
  • Participate to IS&O related projects
  • Occasionally provide an administrative support in the scope of the activity
  • All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.
  • Manage a team of less than 15 persons



  • Be holder of a bachelor degree “BAC& 3” in Information Technology or equivalent combination of education
  • Provide a proven experience in a similar position
  • Show strong leadership and organizational skills
  • Show a good sense of priorities
  • Good knowledge of state-of-the-art office hardware and software, incl. mobile data management and new technologies
  • Show structured approach in analysis and documentation
  • Be accurate, detail oriented and reliable
  • Demonstrate customer orientation and as an role model
  • Show basic knowledge of the ITIL Framework
  • Be familiar with standard office applications
  • Show excellent communication skills in English (spoken and written) as well as good skills in German or French
  • Have good presentation skills
  • On-the-job training according to the attached table
  • Be able to work team-oriented and independently
  • Must be able to learn, understand, and apply new technologies
  • Show a strong ability to communicate at all levels, both inside and outside the company
  • Show user skills in the tools used in the department
  • Demonstrate a good sense of urgency and flexibility
  • Be able to deliver results within defined timeframe;
  • Maintain the strict confidentiality of the data
  • Knowledge of Luxemburgish or any other language is considered as asset

Company description

LuxairGroup is a key player and major employer in the economy of the Grand Duchy of Luxembourg and the surrounding Greater Region. The company employs about 2.400 people working in a multicultural and dynamic environment, constantly putting their skills and know-how at the service of customers in order to satisfy the high expectations of today's sophisticated clientele who wants the best at all time and every time.

LuxairGroup is the umbrella entity for four major activities linked to the fast-paced domain of air transport:
- Luxair Luxembourg Airlines
- LuxairTours
- LuxairCARGO
- LuxairServices

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