Service Desk Team Leader with German
11k - 16.2k pln gross / mth (Employment contract)
This role is dedicated to one of our key clients from automotive industry.
- People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.
- Coordinates Subject-Matter Expert, CSAT/Knowledge Manager and Quality Manager and makes sure they are aligned.
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions.
- Managing Risks and Issues
- Monitoring and Reporting Progress of the Operations.
- Team Leadership
- Continuous Service Improvement.
Who we're looking for?
- In-depth knowledge of Service Desk Delivery & SLAs/KPIs.
- Minimum 2 years’ experience in a Service Desk Leadership roles / IT Support in a global organization.
- German Language at C1 level or higher
- Client centricity and communication skills
- Execution excellence, Hands-On Approach
- Problem Solver & Good at Decision Making
- Collaborative Working.
- People Manager
Work time division
Emergency duty (24/7)
Updating and installing hardware and software
- Healthcare package
- Healthcare package for families
- Leisure package
- Leisure package for families
- Hot beverages
- 5 days