OverviewThe Service Desk Supervisor leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyses user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels. This is a key role in ensuring the business and operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded. Role Responsibilities • Oversees service delivery of medium complexity • Leads and manages the people and the service delivery of high-quality services that meet and exceed our contracted commitments e.g. timelines, SLAs and quality. • Implements the appropriate operational and governance processes to underpin effective delivery of Service Desk; • Works closely and effectively with internal NTT Delivery Units (in the region, offshore, etc.) and the NTT Data Account teams to achieve a high level of Customer Satisfaction. • Takes direct responsibility for the delivery of specific projects where required. • Acts as a Point of Escalation for issues and risks arising. • Leads the team with purpose & guides people to grow and develop. • Coordinates with the Managers from other regions, applying the best solutions for the account.; • Coordinates with the site Managers, Technical Leads/Supervisors in the delivery of mentorship sessions for the existing pool of employees. • Acts as a single point of contact for the account you are managing locally. • Contributes to innovation and CSI for the activity. Key Skills • Over 3 years of Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen. • Exposure to managerial/leadership experience, organizing, and planning skills to effectively manage teams and lead cross-functional teams • Knowledge of end-to-end service delivery lifecycle • Ability to communicate clearly at all organizational levels. • Demonstrated track record of delivering high-quality services to customers. • Degree qualification and ITIL V3/4 knowledge are a plus. • Ability to multi-task in a dynamic environment. • Experienced analytical, negotiation and organizational skills. • Ability to take ownership of challenging tasks. • Fluency in German & English language. Benefits The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field. Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
Service Desk Supervisor (German & English) in Bucuresti
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