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
Financial Services business is expected to grow over the next few years, so this role requires an individual who will always put the customer first and ensure that the helpdesk is managed effectively, especially during times of expansion
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 writtenExperience 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.
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.
Poznaj
ManpowerGroup
ManpowerGroup, światowy lider innowacyjnych rozwiązań dla rynku pracy, od 2001 roku wspiera swoich klientów i kandydatów w Polsce. W Polsce ManpowerGroup posiada 40 agencji i jest obecny w 25 miastach w całym kraju. Organizacja oferuje unikalne usługi dla firm i kandydatów poprzez: ManpowerGroup™ Solutions, Manpower® oraz Experis™. Usługi ManpowerGroup w Polsce obejmują pracę tymczasową, rekrutację stałą i badanie kompetencji pracowników, zatrudnienie zewnętrzne, outsourcing procesów, doradztwo personalne, zarządzanie karierą i outplacement.