Service Desk Team Leader
Service Desk Team Leader
Build, establish, stabilize and develop the EIM teams to deliver operational and service excellence to the client entities within very challenging time-frames.
Help build efficient and effective relationships between the EIM, internal & business colleagues.
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
Ensure staff within the EIM teams are capable of meeting their day to day operational commitments and at the same time developing their future capability
Manage, plans and refines the 24/7 shift schedule coverage to ensure optimum attention to incidents and escalations (ensuring appropriate cover is achieved at all times, based on fluctuating workloads)
Manage high severity emergency incidents, assign and response in a timely manner and according to agreed standards and procedures
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
Manage and motivate staff
- Provide support and remedies to escalated problems from the EIM, including complaint management
Specific business knowledge
Good command of spoken and written English
Coaches & develops team to achieve success with regional and global models
Proficiency in Microsoft applications such as Word, PowerPoint and Excel
Ability to handle and perform in stressful situations
3 years’ experience in Incident Management /Service Desk Environment
Corporate, industry and professional standards (ITIL)
Familiar with service levels& performance monitoring systems
1 year supervisory/Team Leader experience gained in a support role
- A great team of IT professionals and the possibility of technical development
Ongoing professional and technical trainings and certifications
Modern offices in Chodov
Home office possibilities
CAFETERIA employee benefit program with a wide selection of benefits provided via Edenred
Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days of absence due to illness per calendar year, Lunch vouchers fully covered by the company
Multisport card, mobile and laptop, fruit days, sport clubs for employees, referral program
Zahlen und Fakten
DHL Information Services (Europe) s.r.o.
No travel required