Service desk Team Leader (German & English)

Job purpose and context
The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts
 
Responsibilities:

• Coordinate the team who will provide first line IT technical support via phone and e-mails,
• Participates in weekly technical meetings,

• Analyzes team activity (statistics and performances) and makes recommendations for improvement,
• Analyzes recurrent incidents and identifies problems, contributes to managing service levels,
• Prepares and presents the reporting, and other deliverables,
• Validates compliance with procedures and solution guides by the team,

• At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service,
• Capacity to lead, motivate, support and train the technicians,
• Capacity to analyze, anticipate and propose qualitative and quantitative improvements,
• Well groomed, customer-orientation, team spirit,
• Conscientiousness, rigor, control and organizational skills