German speaking IT support Team Lead

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Stellenbeschreibung

  You will manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.  The role will also require the individual to motivate, mentor, coach and groom the team.  You will ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. 

 

Benefits

  • Salary 46,000 - 48,000 EUR + Performance bonus 
  • Dusseldorf city centre
  • Perm contract 
  • B2B customers -professional working experience
  • Fast career progression track
  • Pension, health insurance and other competitive benefit packages

 

Job duties and responsibilities 

  •   Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. 
  • Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues 
  • Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution 
  • Regularly formulate and execute internal and external governance 
  • Effectively handle client escalations and formulate actions to resolve any concerns 
  • Work with the operations managers to obtain necessary resources like training and support for the team’s requirements 
  • Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams 
  • Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets 
  • Familiarize the team with the latest process update and changes, team and individual targets  
  • Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects 

 

Your Profile

  • Native-like German speaker
  • Minimum experience of 2-3 years with relevant experience in service desk 
  • Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.  
  • ITIL trained/ certification preferred 

 

Please feel free to reach out to Sukjeon.an(a t) cpl.ie OR LinkedIn (https://www.linkedin.com/in/sukjeon-an/)

I will walk each stage with you, providing ultimate recruitment service from your CV revision, interview coaching and further to make sure your success with me. 

#CplLanguageJobsDE

Über LinkedIn bewerben
  • Gehalt:N/A
  • Standort:Dusseldorf
  • Typ:Vollzeit
  • Kategorie:Jobs with Language Skills