Service Desk Team Leader with German
Kraków Service Desk Team Leader with German
Kraków
NR REF.: 1136839
Your new company
For our Client, well-known international financial institution located in Kraków we are looking for a person interested in the role of Service Desk Team Leader with German.
Your new role
What you'll need to succeed
What you'll get in return
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Kraków
NR REF.: 1136839
Your new company
For our Client, well-known international financial institution located in Kraków we are looking for a person interested in the role of Service Desk Team Leader with German.
Your new role
- Lead a team that provides IT Service Desk support for employees in Germany on standard and non-standard applications and platforms.
- Acquire a broad understanding of the process assigned, actively monitor queues, allocate work, handle escalations, manage customer expectations and plan staffing to meet business requirements.
- Contribute to calls and/or non-voice contacts handling at the time of crisis to support the team with meeting targets.
- Hold a clear understanding of the process PLAs and ensure that they are met.
- Be able to understand, produce, analyze and interpret reports
- Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Regularly and ad hoc conduct performance reviews and 1x1s for the team; efficiently coach the team.
- Provide constructive feedback and guidance to the team members.
- Ensure that all the documentation related to the employees is maintained up to date in their personal files.
- Strictly follow the standing instructions provided by the manager and complete them in a timely manner.
- Ensure compliance with audit requirements by performing audit checks in line with the process requirements
What you'll need to succeed
- Fluent German Language – written and spoken,
- Fluent English language – written and spoken,
- Outstanding leadership skills; prior experience for at least 1 year in a similar role
- Great understanding of the complexities involved in managing a team and a process.
- Excellent interpersonal, listening and communication skills,
- Ability to build and maintain solid professional relationship with direct reports, peers, managers and other stakeholders utilizing diplomacy and sound judgment.
- Very good planning, organizing and prioritizing skills
- Quick learner with proactive and self-motivated attitude,
- Experience in international and multicultural environment,
- Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations,
- Great analytics thinking and problem solving skills,
- Basic knowledge of networking, IT infrastructure and good knowledge of MS Office tools,
- Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset.
What you'll get in return
- Stable job in professional team in dynamic IT environment,
- Car parking few minutes away from the office,
- Relax room (with massage chairs and area for yoga/stretch),
- Bicycle racks in the underground garage and around the office; showers dedicated to cyclists,
- Game room (with Xbox, PS consoles and foosball table),
- Fresh fruit on the floor and good coffee in the kitchen,
- Team building events,
- Internal learning sessions,
- Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, Multisport.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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