IT Service Desk Team Leader
Miejsce pracy: WarszawaOur Client is an international vendor of financial services with globally operations With the 30 years of experience, the Company offers a level of expertise and personalized service that banks and other traditional funding providers find hard to match. The excellent reputation for delivering the highest level of client service is one of the biggest core strengths.
With offices in 50+ cities across 25 countries, the company combines deep industry knowledge with specialized expertise in strategy, operations, risk management, and organization transformation.
The role:
The role of the Service Desk Team Leader is to work as part of the team to establish and manage a high performing multi-lingual IT Service Desk. Also to provide High Class IT Support to internal customers. By day to day management of the team He/She will supervise the performance of the desk ensuring that the customers are receiving excellent service in line with SLAs.
Key responsibilities:
- Supervising the performance and workload of the team
- Management reporting on the performance of the team
- Coaching, motivating and mentoring of team members
- Management of shift rotes to ensure sufficient cover is in place
- Management of the Customer Satisfaction survey, including using the results to drive service and performance improvements
- Development and ownership of process improvements and documentation
- Establishment and management of the Knowledge Management Database for the Service Desk
Required skills:
- At least 2 years’ experience in management of an IT Service Desk.
- Excellent Customer Service skills with the desire to exceed customer expectations
- Excellent communication skills both verbal and written
- Experience of working with Service Levels and KPIs
- Experience of working with Service Improvement Plans
- Understanding of ITIL v 3
- Ability to establish and maintain effective relationships with customers, colleagues and suppliers.
- Good knowledge of Windows 7 and MS Office 2003 up to and including 2010.
- Desire to learn more about IT technologies
- Excellent English and one of the following: Polish, French, Czech, Slovak.
- Required ITILv3 Foundation
- Desired: ITIL Service Operations or Operational Support and Analysis
The Company offers:
- Competitive salary, attractive benefits package
- Attractive working conditions
- Friendly workplace
- The employer is a finalist in the "Best Employers 2012", organized by Aon Hewitt.
