IT Service Desk Team Leader
What will you do?
Job description
- Lead the team of Tier 2 Service Desk analysts to ensure levels of service that meet or exceed service targets/aspirations and clients’ expectations
- Develop, manage and maintain effective working relationships with all service contacts
- Provide well-structured and performance oriented work environment in which the team is service-focused, motivated and feel encouraged to take on new challenges and improve their skills
- Effectively and proactively manage, coach and motivate the team
- Act as a promoter: develop career paths in collaboration with team members, responsible for identification, assessment and alignment of the key competencies required to be successful on the available career paths
- Support the team members in the process of identification of prospect roles and opportunities
Main accountabilities
- Proactively managing team performance, aiming to deliver SLA targets and/or service aspirations, recommending and implementing action plans as appropriate to address any shortfalls
- Providing a first point of escalation for the team in respect of service/delivery issues
- Motivating team members to provide excellent client service
- Day to day staff management. Staff training and development
- Early identification and escalation of service/delivery issues
- Monitoring the quality of the service and influencing continuous improvement
Who are we looking for?
Candidate’s profile
- Fluent knowledge of English
- Excellent interpersonal and communication skills: being able to communicate across all levels within engagement
- Ability to work with minimum of supervision as well as perform under pressure and meet tight deadlines
- Strong team player skills with the ability to build relationships
- Advanced user knowledge of Microsoft and Apple consumer software
- Proven work experience in IT Service Desk environment
- Understanding dynamics of the team
- Enthusiastic, hardworking, confident with “can do” attitude
- Experience in managerial position would be an asset
- ITIL certificate would be an asset
What we offer?
Atmosphere
- Working with great people and in legendary atmosphere
- No formal dress code
- Annual family picnics
- Unforgettable integrational events
- Employee volunteering opportunities and interesting CSR projects
- We value and respect diversity in terms of gender, nationality, roles, age, interests
- Internal celebration initiatives: Children\'s Day, St. Nicholas Day and many more
- Supporting employees\' hobbies: Business Run, e-sport games, basketball, volleyball
Development
- Development in expert or leader competencies
- Broad training offer with possible co-funding
- Access to Harvard Business Review knowledge base
- Introduction plan for new employees and Buddy Initiative
- A wide range of instructor-led and e-learning trainings
- Co-financing for post-graduate studies and courses
- Many companies under one roof / internal headhunters
- Internal development events: conferences, meetings, communities
- Education First platform for learning English online
Benefits
- Bonuses, including those for new employees recommendation
- Additional life insurance
- Access to MyAudiobooks - Entertainment and personal growth in audio version
- Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
- Disability inclusion, assistive technologies, reasonable accommodations
- Private medical care for you and your family
- Bicycle parking and carpooling options
- Free coffee, water, milk and wide range of teas
- Anti-smog plants in offices
- Car leasing
About us
Capgemini’s Cloud Infrastructure Services unit is a global team of technology experts and domain specialists that helps businesses from all around the world extract maximum business value from their IT investment and facilitates their journeys to the cloud.
In addition to facilitating journeys to the cloud, we support businesses by providing services such as helpdesk services (human and AI powered), network access and maintenance, hosting and maintaining applications, IT operations and much more. We do all this in 24 languages from 4 locations in Poland.
Join our global team and be part of technology transformation.
