IT Support Teamleader

Job Description:

• Direct responsible for IT Support team management. Team is a mixture of Service Desk and L1 profiles. Size of the team is 10 at the moment with possibility to reach up to 15 within a year
• Ensure high quality of the service delivered by the team
• Make sure that external partners, technology vendors, and senior internal technicians are coordinated and notified in case of serious issues (priorities 1 and potentially 2)
• Actively participate in ISO audits, constant improvement and optimization of delivery model based on ITIL and other professional standards
• Potentially taking presales, consultation role in external service desk sales activities
• Ensure all services are delivered in accordance with existing service level agreements
• Measure, monitor and improve team performance, quality and efficiency
• Support and coach the team on process and business topics
• Ensure continuous improvement of internal team processes
• Liaise with other teams and organizations, act as a focal point of contact
• Monitor and respond to customer feedback, participate in or drive projects to implement new services/customers in the team

 
Requirements:

• Project management skills and experience
• Good understanding of ITSM\ITIL processes, preferably ITIL trained
• Understanding and previous experience with Service Desk tool/s is great advantage (Landesk, iTop etc.)
• Strong Negotiation, Leadership & Motivational Skills: must be able to demonstrate guidance, control & direction.
• Team management and IT environment experience is an advantage
• Must be a Service, Staff and Customer orientated team player.
• Must be able and prepared to make decisions in a difficult and pressured environment, ability to prioritize and perform multiple tasks
• English - advanced