Service Desk Team Lead

Wipro IT Services Sp. z o. o.
Senior
Online interview
Employment contract
Gdańsk

Project description

Job position is for a Swiss multinational food and drink processing conglomerate, one of the largest in the world.

Your tasks

Role & Responsibilities:

• End to end delivery of Technical Service Desk Operations and Client relationship management

• People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.

• Coordinates CSAT/Knowledge Manager and Escalation/Incident 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.


Requirements:

• 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.

• Flexible for 24*7 ops


Behavioral Skills & Attributes:

• Client centricity and communication skills

• Execution excellence, Hands-On Approach

• Problem Solver & Good at Decision Making

• Collaborative Working.

• People Manager


Who we're looking for?

Skills
SLA
Performance Management
Client Management
Team Leadership
Work environment
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Leisure package for families
Kitchen
  • Hot beverages
  • Fruits
Traning
  • Trainings
Other
  • Integration events

Our company

Wipro IT Services Sp. z o. o.

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

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