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Full-Time Service Desk Lead

Hirexa Solutions – Posted by archana Anywhere

Job Description

This is a leadership role. The team leader will be a people manager to the IT service desk team. The team leader will be responsible for all the KPI’s of the team and should be able to do look at least 1 year ahead for the team.
Key Accountabilities
• Understand and keep track of key team KPI’s. Manage dips in performance with adequate reinforcement plans proactively
• Monitors, coordinates and supervises the daily activities of the staff in the operations team.
• Manage staffing
• Manage Attrition, Recruitment and Hiring
• People management and associated responsibilities like performance and development management
• Manage relationships of the key interfaces of the team
• Able to plan long term improvements, looking at least 1 year ahead
• Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
• Able to conceive and implement productivity improvements within operations
• Manage escalations across the IT service desk

Primary Skills

IT service delivery
Must to Have:
• Very good people management skills, should have experience in previous roles
• Very good communication skills, should have managed services across geographies
• Ability to drive initiatives in the team with creativity and a long term vision
• ITIL understanding, experience of dealing with process improvements
• Having a proven track record
• ITIL foundation certification
• Must be a German Speaker – Minimum C2 Level
• Understanding of German culture, accent etc.
Experience
• Experience in hiring and building small to mid-sized teams
• Experience in managing technical teams
• Experience in handling a high volume operations teams
Educational Qualifications
• Graduate

How to Apply

Interested candidates please mail your resumes to archana.sathya@hirexa.com or lakshmi.naresh@hirexa.com or call us on + 44 02032879191. Thank you!

Job Categories: IT. Job Types: Full-Time.

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