Assistant Team Leader with German (IT Service Desk)

Miejsce pracy Warszawa;Poznań;Kraków;Katowice;Wrocław
Wynagrodzenie otwartość na oczekiwania
Rodzaj zatrudnienia umowa o pracę
Województwo Warszawa (mazowieckie); Wrocław (dolnośląskie); Łódź (łódzkie); Kraków (małopolskie); Katowice (śląskie); Poznań (wielkopolskie)
Opis oferty For our Client, international organisation we are looking for an Assistant Team Leader whose main task will be supporting IT Service Desk Team.
Your main responsibilities
  • Managing a team of Tier 1 IT Service Desk Agents. Providing daily coaching, training & development sessions.
  • Managing timekeeping sheets, holidays and sickness, organisation of the rota, resource planning, ensuring SLA and KPI targets are met.
  • Acting as first point of escalation for more complicated cases
  • Performance management: conducting one to one’s meetings, providing feedback, dealing with absence management.
  • Acting as role model and lead by example
  • Ensuring tasks are appropriately distributed and completed within the deadline.
  • Working closely with SMEs and IT Managers within the organisation
Ideal Candidate
  • Proficiency in both German and English language (spoken and written)
  • Good knowledge about SSC Service Desk operating mode and Performance Management
  • Knowledge of Service Now ITSM tool and ITIL v3 Best Practice Framework (at least Foundation qualified)
  • Customer Services experience is essential for the role
  • People management experience and skills in a similar role (essential)
  • Genuine ability to coach others and have adequate skills to conduct difficult conversation when needed
  • Perfect communication skills both verbal and written are essential for the role
  • Ability to work independently with minimal direction
  • Attractive salary
  • Working remotely
  • Multisport
  • Group insurance and health insurance (mixed package)
  • Language courses
  • Financial support for Masters studies
  • Local and international career opportunities
Data ostatniej modyfikacji piątek, 16 lipca 2021