Service Desk Team Lead

Job description

  Job facts

Responsibilities

The IT Service Desk Team Lead shape and lead an organization that efficiently and effectively delivers services to End Users aligned with Global Strategic plans . The IT SD Team Lead is also responsible for ensuring the expected quality of new and ongoing supported services on its scope. He/she ensures that the processes, services, and activities are executed aligned with the defined objectives and strategies. IT SD Team Lead accounts the development and qualification of their teams and staff members by a well-balanced approach of mentoring, coaching, supervising and measuring performance.

Your key responsibilities will be:

·  Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users
·  Oversee and operate the “what” and the “how” the organization delivers against the expectations and defined metrics
·  Driving for continuous improvement and different ways of doing things
·  Acting as escalation point for customers and major incidents
·  Performing overall Account Management activities with IT Managers in remote countries
·  Champion Knowledge Management in the organization
·  Participating in defining and documenting operational procedures; drafting and maintaining technical content for the knowledge database for use of upstream support teams
·  Providing technical guidance on more complex issues, including global project coordination.

Qualifications

You have University education; preferably in IT related discipline and you are fluent inGerman and English. You bring at least 3-4 years of broad-ranging experience in a call center-, help desk- or IT desk-side support environment with 2-3 years of relevant leadership & management experience with proven track record in running high performance environments in multiple technical and business domains. You have an ITIL v3 certificate.

Furthermore you bring the following skills and competences:

· 
Experienced in Escalation- and Account Management (Demand & Relationship Management)

· 
Excellent coordination, communication and organisational skills (for a team of 10-12 team members)

· 
You have outstanding customer orientation and service focus

· 
You are highly team-oriented with strong interpersonal, strategic thinking, change management, leadership and motivating skills.

Why you should join us:

·  competitive salary & benefit package
·  annual bonus
·  free language courses
·  wide range of training & learning opportunities
·  long-term career opportunities
·  great, people-focused company culture
·  social events & team-building opportunities

Why should you join us:

·  Competitive salary & benefit package
·  Annual bonus
·  Free language courses
·  Wide range of training & learning opportunities
·  Long-term career opportunities
·  Great, people-focused company culture
·  Social events & team-building opportunities

·  Who we are

The Hungarian Shared Service Centre provides financial, procurement and HR services to support the European and Global Roche subsidiaries and offers exceptional career path for fresh graduates and outstanding professionals.

Roche is an equal opportunity employer.