Overview
The Service Desk Technical Lead oversees the day-to-day operational management and guidance of the technical support team responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology.
Studies and analyses user needs and helpdesk processes, knowledge, and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels.
This is a key role in ensuring the operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.
Role Responsibilities
Provides front-line supervision to an operational, production, and service team of 10-15 employees.
Supervises the team typically responsible for a high number of transactions or processes.
Provides first-line leadership to a small technical service team.
Provides direct oversight of daily team activities.
Suggests process improvements to field operations, including tool implementation.
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
Strives to meet all Client SLAs & Customer Satisfaction Goals.
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
Coordinates with the site Managers, Supervisors in the delivery of mentorship sessions for the existing pool of employees.
Acts as a technical point of contact for the account.
Align to Service Delivery's innovation and CSI program.
Key Skills
Hands-on IT support experience or equivalent combination of education and work experience.
Experience in troubleshooting skills and resolving technical IT issues.
Strong technical acumen, experience in understanding the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
Prior Field Tech / IT Support supervisory, leadership experience.
Strong people management skills with the ability to coach and develop IT support Engineers
Experience working as part of a Service Delivery function
Fluency in German and English Languages
ITIL V3 knowledge is a plus;
Key Attributes
Ability to communicate clearly at all organizational levels;
Ability to multi-task in a dynamic environment;
Experienced analytical, negotiation and organizational skills;
Ability to take ownership of challenging tasks.
Curiosity & focus on developing;
Outside of the box & problem solving abilities.
Benefits
The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people.
The role will be part of the Romanian Service Desk Management team together with a dynamic group of passionate & highly skilled Service professionals.
Our people are the most critical component of our long-term success, and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring / Infrastructure
Learning & Development platforms 
