Position

Team Leader- Service Desk

Published on 20/06/2022

Management de proiect

Bucureşti, RBU

Job Description:

Wyser is an international recruitment company specialized in Senior and Middle Management roles. It belongs to Gi Group Holding and currently operates in 13 countries: Brazil, Bulgaria, China, France, Hungary, Italy, Poland, Portugal, Romania, Russia, Serbia, Spain and Turkey.

In Romania, we operate on the Executive Search Market, mainly on the IT Industry, focusing on the following areas:


▪ C-level & Top IT Management Headhunting

▪ Senior Technical Headhunting


Currently we are looking for a Team Leader - Service Desk Department, for one of our clients, a global ICT integrator that has operations in 22 countries across Europe, Asia Pacific, Latin America.


Knowledge and Experience:

  • At least 2-4 years proven experience in people management and people development within similar roles in a customer facing/support environment;
  • Ability to conduct interviews and build team cohesion;
  • Good customer facing skills and experience in onboarding new customers;
  • Excellent planning and analytical skills;
  • Active/empathic listener with the ability to deescalate critical situations;
  • Organizational skills with the ability to multi-task;
  • Demonstrated ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving skills;
  • Drive, self-motivation, and ability to work under own initiative;
  • Ability to communicate processes and procedures clearly and accurately;
  • Previous technical experience is a plus;
  • Excellent English level and preferably and additional language (German/ Italian/ French).


Responsibilities:

  • Participate in all activities related to creating a local Support Engineering Team;
  • Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures;
  • Ensure the most effective utilization of resources, planning, scheduling, and monitoring the work of the team;
  • Ensure the delivery of cost effective and quality services in line with our contractual obligations thereby achieving high levels of customer satisfaction;
  • Review and report on the performance of the team, identifying resource requirements where appropriate;
  • Identify and act on opportunities to improve existing processes and work methods, implementing changes as appropriate;
  • Liaise with key customers, account managers and colleagues, providing technical guidance and advice in support of a customer issue;
  • Ensure statistical data is maintained and reported to management, field staff and customers as required;
  • Manage individual performance of the team members, provide continuous feedback on performance, identify development opportunities, set up training/development programs and goals;
  • Ensure that all out of line operational issues are escalated in accordance with company technical escalation process.


#LI-IM1

Industrial sector

Reference code

759

Consultant

Maria Iulia Maties, is our consultant who manages this job opportunity.

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