Information Technology Help Desk Support

Role: IT Support / Service Desk - German/French
Skills:
Experience with attending calls, Service NOW, Service Desk in general.
Job Summary
The Service Desk Team Lead is responsible for managing day-to-day service desk operations, ensuring optimal team performance, and delivering high-quality support services in line with agreed Service Level Agreements (SLAs) and Statements of Work (SOW).
The role requires strong leadership, operational excellence, and a proactive approach to improving customer experience and service delivery.
Key Responsibilities
Operational Management
Ensure adequate staffing levels throughout operational hours by managing shift patterns, leave schedules, and long-term absences.
Plan, control, and monitor team activities to ensure performance targets and service standards are consistently achieved.
Monitor service desk KPIs and SLAs, reviewing performance metrics and implementing corrective actions where necessary.
Assist Service Desk Analysts during peak call volumes or when advanced technical expertise is required.
Own and drive quality performance of service delivery.
Be flexible to work in a 24/7 operational environment.
Reporting & Governance
Produce daily, weekly, and monthly statistics and management reports.
Monitor adherence to defined processes through call and ticket quality audits.
Create, update, and moderate process documentation to ensure alignment with business requirements.
Represent the Service Desk in internal and client meetings.
Leadership & Team Development
Lead, mentor, and develop team members to enhance performance and effectiveness.
Conduct training sessions and promote business awareness within the team.
Serve as a strong second-line escalation point.
Foster a culture of accountability, ownership, and continuous improvement.
Service Improvement & Client Management
Play an active role in service desk-related change management processes.
Define and review service targets and service levels as per SOW and business needs.
Identify areas for operational improvement and provide strategic process enhancement inputs.
Maintain strong relationships with senior management and clients.
Ensure customer experience is continuously enhanced and client expectations are consistently met.
Qualifications - Essential
Strong command of spoken and written English.
ITIL Service Operations certification or knowledge.
Excellent domain knowledge in Service Desk operations.
Strong leadership and team management skills.
Strategic thinking with analytical and problem-solving capabilities.
Operational excellence mindset with a focus on quality.
Strong understanding of SLA/KPI management.
Excellent verbal and written communication skills.
Ability to manage stakeholder expectations and client relationships.
Strong decision-making and conflict-resolution skills.
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