IT Service Desk Team Leader

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.