IT Support QA Leader – Central Europe

Requirements:

• Passion for customer service excellence
• Proven experience in providing high quality customer service in the IT arena (working previously on 2nd/ 3rd line of IT support or as a Team Leader for an IT Support team)
• Proven leadership experience with an ability to inspire and develop all people in the support organization
• Flexible and straight forward communication abilities; comfortable working in matrix organization with support team members reporting to different country leaders
• Innovative with positive outlook and a ‘passion’ for quality
• Team player
• Able to find and create mindset to think of innovative and/or common sense ways to solve problems
• Ability to implement and drive forward new systems for delivering support across multiple locations

Responsibilities:

• Ensure all support items across all of the IT organization in Central Europe (17 countries) are handled effectively and efficiently and that all users have a highly positive experience of IT support
• Create a systematic approach for IT support quality assurance to ensure quality control across 17 countries. Ensuring the Quality Assurance of more than 30 IT Support Specialists in multiple locations (support teams in individual country locations report directly to the country IT leader with the IT Support QA Leader working closely with leaders to monitor and enhance quality)
• Create automated methods of monitoring quality and issue and follow up on questionnaires to Partners and firm people
• Ensure that support goes beyond a minimum requirement and underlying issues are fixed and the user issue is fully understood and resolved. Ensure users are delighted by IT responses
• Ensure that the support organization structure is organized using existing and emerging technologies and sharing workload across countries is utilized
• Optimize cost efficiency of support structure whilst maintaining quality
• Innovate and develop support process techniques and management
• Constantly improve quality of support and training of support staff
• Work closely with Communications & Policies lead to ensure all employees and Partners understand regular and innovative IT possibilities

We offer:

• Work in one of the world's largest consulting firms
• International and dynamic working environment
• Location is flexible – it might be Warsaw or Budapest or Prague (depending on Candidate’s preference)
• Development through training
• Real opportunities for growth and promotion
• Competitive salary, including various benefits