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Team Leader - IT Service Desk
Randstad HR Solutions s.r.o.
Místo práce
Brno, Jihomoravský kraj, Brno - město
Brno, Jihomoravský kraj, Brno - město
Druh pracovního poměru
plný úvazek
plný úvazek
Informace o pracovním místě
Náplň práce, pravomoci a zodpovědnosti
Our client provides business consulting, technology, engineering and outsourcing services to help clients build tomorrow’s enterprise.
Your responsibilities
- Managing the performance of the Service Desk team, ensuring that all contractual service levels are met
- Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners/suppliers.
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management
- First point of escalation for the IT service Desk
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- Performance management of the service desk agents, coaching and development of the individual team members
- Develop and maintain professional credible relationships with key stakeholders (IT and the business), including relevant third parties and strategic suppliers
Your profile
- 3-5 years of experience in enterprise support environment
- Prior experience in managing an IT service desk or other technical teams
- Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
- Excellent organizational skills, demonstrable experience in managing projects to deadline
- Demonstrable experience in people management, coaching and development
- Excellent Written and verbal communication skills in English
Your responsibilities
- Managing the performance of the Service Desk team, ensuring that all contractual service levels are met
- Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners/suppliers.
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management
- First point of escalation for the IT service Desk
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- Performance management of the service desk agents, coaching and development of the individual team members
- Develop and maintain professional credible relationships with key stakeholders (IT and the business), including relevant third parties and strategic suppliers
Your profile
- 3-5 years of experience in enterprise support environment
- Prior experience in managing an IT service desk or other technical teams
- Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
- Excellent organizational skills, demonstrable experience in managing projects to deadline
- Demonstrable experience in people management, coaching and development
- Excellent Written and verbal communication skills in English
Zaměstnanecké výhody, benefity
We offer
- Permanent contract
- Performance bonus
- Meal vouchers
- Language courses
- Competitive salary
- 5th week of leave ¨
- Option to work from home
- Modern offices in the center of Brno
- Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.
- Permanent contract
- Performance bonus
- Meal vouchers
- Language courses
- Competitive salary
- 5th week of leave ¨
- Option to work from home
- Modern offices in the center of Brno
- Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.
Společnost, pro kterou je pozice obsazována
Informační technologie, počítačové programování, webové portály
Mezinárodní společnost v Brně.
Mezinárodní společnost v Brně.
Požadavky na zaměstnance
Pozici vyhovují uchazeči se vzděláním
středoškolské s maturitou
nástavbové/vyšší odborné vzdělání
vysokoškolské I. stupně
vysokoškolské II. stupně
postgraduální
nástavbové/vyšší odborné vzdělání
vysokoškolské I. stupně
vysokoškolské II. stupně
postgraduální
Jazykové znalosti
Anglický jazyk - Pokročilý (C1)
Inzerující společnost
Stručná charakteristika společnosti
Najít každému jeho vysněnou práci a firmám spokojené zaměstnance je smyslem toho, co děláme. Specializujeme se na agenturní zaměstnávání, vyhledávání pracovníků na hlavní pracovní poměr, inhouse řešení a komplexní služby v oblasti HR řešení. Zakládáme si na férovém jednání a etickém přístupu. Záleží nám na tom, jak vypadá pracovní trh - snažíme se jít příkladem a svou činností pozitivně ovlivňovat jeho podobu. Ať už hledáte svou první práci nebo jste ostřílený profesionál, u nás najde uplatnění každý.
Počet zaměstnanců
150-199 zaměstnanců
ID: 2744643
Dátum zverejnenia: 30.9.2016
2016-09-30
lokalita: Brno, Jihomoravský kraj, Brno - město Pozícia: Manažer call centra, Supervizor call centra, Team leader Spoločnosť: Randstad HR Solutions s.r.o.