L1 Service Desk Team Leader Polish and German / Italian speaking

responsibilities :

• Technical Leadership Activities and Responsibilities :
• Consult and guide the Service Desk Analysts with regards to particular tickets.
• Handle escalations of particular tickets.
• Handle incoming issues / requests of users via phone, email, chat, web or other channels if required in peak hours and emergency situations, shifting or staffing issues. Perform necessary monitoring and administration in the IT Service Management tool.
• Attend and contribute in operational telephone conferences / meetings.
• Initiate and / or maintain a data base of incident report tickets; track open ticket activity and provide reports to specific work units on open items.
• Follow up on existing tickets and escalate unresolved cases to relevant support teams or vendors.
• Effectively manage workload, including : planning, organizing, prioritizing, meeting deadlines.
• Review and follow-up on project tasks on regular basis.
• Ensure delivery is in line with customer expectation keeping Service Level Agreements and helping the team to achieve target Key Performance Indicators.
• Lead, supervise and coordinate the quality assurance activities along with feedbacks to Service Desk Analysts.
• Maintain a healthy level of team backlog.
• Control ticket ageing by resolving or escalating problematic tickets through team members.
• Team Leadership Activities and Responsibilities :
• Prepare, maintain and publish shift and holiday plan timely. Prepare the attendance sheets and payroll documentation timely.
• Able and ready to cover ”On Call” duty during weekends and OoO hours.
• Act as a backup of Service Delivery Manager / Project Leader / fellow Team Leader in case of absence, holiday, travel or work and in different shift if needed based on supervisor request.
• Support the Service Delivery Manager / Project Leader with data / inputs for resource planning and shifting management (in line with : shift coverage, backlog handling, aged cases reduction, email availability, workload distribution, out of office workload planning).
• Gather input / data for Team Metrics and Quality control activities (daily, weekly, monthly).
• Prepare and analyze operational reports required but not limited to TCS and Customer reporting activities (quality, Service Level Agreements and Key Performance Indicators compliance). Monitor and influence compliance on account specific Service Level Agreements and Key Performance Indicators.
• Ensure continuous quality measurements and Key Performance Indicators are managed and aligned for assigned incidents for the shift.
• Solve conflicts and issues reported by team members or escalate them timely to Service Delivery Manager.
• Assist Service Delivery Manager in creating an environment of trust, open communication, creative thinking, and cohesive team effort.
• Thoroughly think out and evaluate alternatives, perform innovative problem resolution, take pro-active approach and initiative to resolve problems. Work effectively in a team environment / diverse workforce.
• Ensure team training needs are addressed on time. Lead, supervise, coordinate and perform technical and customer trainings and ensure up to date status of training plan and materials.
• People Management :
• Support and provide guidance to team to achieve personal and team-based goals.
• Monitor gaps in one’s own required competencies and enroll for relevant learning to bridge gaps in competencies.
• Manage the performance of the team and identify opportunities for performance and productivity improvements.
• Set reasonable, challenging and clear performance goals for team members, monitor performance and provide appropriate feedback timely and regularly.
• Motivate and inspire team members in business / beyond business activities.
• Complete monthly 1-2-1 sessions with all team members, sharing qualitative and quantitative feedback on their performance.
• Set SPEED goals to team members and keep them updated on compliance and progress.
• Foster reaching team members' career goals by using Caree

requirements-expected :

offered :

benefits :