Service Desk Team Leader

Technologies we use

About the project

Your responsibilities

• Ensure all agreed IT activities and duties in the area of Spanish or Nordic Service Desk are properly executed
• Plan and manage shift schedule, weekly, monthly
• Setup and implement effective escalation management
• Establish very effective communication at all levels
• Oversee proper execution of new service onboarding to the team in Warsaw
• Act as functional manager for the assigned team in Poland and Spain or Nordics
• Lead functionally the team and take appropriate action where team performance deviates from agreed level
• Together with functional and disciplinary managers plan and support employee's development
• Plan, monitor and review performance targets for assigned employees
• Report the status to senior management
• Manage the expectations of all stakeholders
• Ensure employees are motivated
• Provide mentoring and support for employees as necessary
• Plan and monitor resources
• Be the POC for major incidents from Spanish or Nordic Service Desk
• Ensure that incidents and requests are handled according to agreed procedures and meet agreed service level targets
• Ensure problem management process is implemented, the root cause for incidents is analyzed and improvements are implemented to reduce the number of incidents
• Contribute to the strategy for the TSC Warsaw
• Contribute to potential process improvements and implement changes accordingly

Our requirements

• University degree level
• 3-5 years of relevant technical and business experience
• Experience in supervising teams
• Experience in building relations with people at different organization levels
• Experience in IT customer support
• Experience in Incident management
• Experience in applying ITIL framework
• Fluency in written and spoken English
• Effective communication skills
• Strong leadership skills
• Intercultural competence
• Global mindset
• Solution orientation
• Willingness to learn and flexibility
• Willingness to travel (no more than 10% of time)
• Staying open minded and logical thinking
• Task prioritization ability

Optional

• IT Strategy and Planning
• Spanish or one of the Nordic languages
• Team budget management
• Escalation and crisis management
• Stakeholders' management
• General understanding of IT architecture

What we offer

• Having an impact. In our team every opinion matters. We are inviting everyone to bring their ideas along because we think that it helps us to create the best products possible
• Minor benefits for you to enjoy. Holiday bonus, subsidies to private healthcare, sports cards, cinema, and theatre tickets and group insurance.
• Great atmosphere. Awesome people, foosball and after work beer is at your disposal.
• Challenges. We are not afraid of challenges because they are fun to solve Development. We are offering you not just a job but the place where you can professionally and personally grow
• Open Communication. We strongly believe that good communication is at the core of all successful companies. That’s what we cultivate in our company as well.

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• fruits
• integration events
• retirement pension plan
• corporate library
• no dress code
• video games at work
• coffee / tea
• leisure zone
• holiday funds
• charity initiatives
• extra leave