Service Desk Team Leader with German

Wipro IT Services Sp. z o. o.
Senior
11 000 - 16 200
pln
gross / month (Employment contract)

Online interview
Employment contract
Gdańsk
Remote possible
30%

Project description

This role is dedicated to one of our key clients from automotive industry. 

Your tasks

  • 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


Toolset
Laptop
Additional monitor
Headphones
Phone
Operating system
Work environment
Tech supervisor
Work time division
Client support
40%
Emergency duty (24/7)
30%
Self-development
20%
Updating and installing hardware and software
10%
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Leisure package for families
Kitchen
  • Hot beverages
  • Fruits
Traning
  • Trainings
Other
  • Integration events

Recruitment process

- 5 days
Technical interview
HR interview

Our company

Wipro IT Services Sp. z o. o.

Warsaw, Gdańsk, Krakow 750
Tech skills
  • JAVA
  • SAP
  • Python

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