Service Desk Team Leader
Timisoara, Timisoara, Romania
11 zile în urmă

Consider a new opportunity

This role presents a great opportunity to work for a growing, global ITService provider. The role holders will be involved in delivering outstandingservice in a dynamic and fast paced environment where they will be working withleading companies and the latest technologies.

The Service Desk (SD) teams in Endava MS (Managed Services) provide first levelsupport for Endava MS Customers, acting as single point of contact (SPOC).

TheTeam Leader (TL) undertakes line management role for the SD team, reporting tothe Sub Unit Head. The main responsibility areas are staff development,performance management, coaching, resourcing and scheduling.

The SD TL willensure that the team follows processes and practices, individual and team KPIsare achieved and contribute to process improvement and development.

Career development,continuous improvement and ongoing feedback :

  • Ensure team and individualKPI targets are achieved
  • Assist in designingcareer paths of the team members and provide the right amount of support andchallenge for them to reach their goals
  • Help identify and prioritisethe development areas
  • Lead by example
  • Observe and raisetraining needs for the team, coordinate the training / coaching where needed
  • Client Relationship :

  • Management escalationpoint for the team
  • Liaises with Clientrepresentatives when needed
  • Responsible forcomplaint management
  • Recruitment :

  • Actively involved in thehiring processes
  • Contribute torecruitment process design and implementation
  • Resourcing / Scheduling :

  • Schedule team shiftsaccording to service levels, staff skill sets, workload trends and leave time
  • Work with Sub Unit Head toefficiently manage team’s time and balance service call duty versus otheractivities (specific projects, trainings, meetings, events)
  • Coordinate new starterinduction and team trainings / workshops so that the service provided to theCustomer is not affected
  • Service Delivery :

  • Ensure processes andpractices are followed by the teams and that feedback is provided onimprovements
  • Ensure staff areproperly trained and briefed to deliver support services to customers
  • Ensure collaborationwith other teams through relationships with the corresponding managers.
  • Match your profile

  • Strong written andverbal communication skills in both English and Romanian successfulapplicants should be friendly, and able to communicate well at various levelswithin a business and with end-
  • users of various skills and experience

  • People oriented ableto manage different personalities and take appropriate actions for handlingpotential conflicts within the teams
  • Calm able to deal withpressured staff working to deadlines and work shifts.
  • Composed and trustworthy is seen as a direct truthful individual, can present the unvarnished truth inan appropriate and helpful manner.
  • Good command of theMicrosoft Office Suite products
  • Following skills would be a plus

  • Familiar with ITsecurity standards and concepts
  • Familiar with basic networkconnection diagnostics
  • Familiar with ITILconcepts and practice (certification is a plus)
  • Prior experience withService Management Systems in outsourcing environments
  • Understanding of theprinciples behind Active Directory, DNS, local client networking, and bothclient-server and hosted web-based bespoke applications
  • Primary Location


    Full-time :

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