Senior Helpdesk Team Leader

Want to lead passionate experts who want to help customers and colleagues? To use your reputation for being credible, dynamic and organised to deliver critical thinking that puts people first? And concentrate on accelerating your career while helping others develop theirs? Join British Airways’ Commercial, Distribution and Payments team in Bratislava as a Senior Helpdesk Team Leader.

Bringing together established knowledge and skills with new thinking and a fresh hunger for success, our team in Bratislava is our offshore commercial hub. It’s where real transformation happens. When the world changes, we don’t only adapt, we drive an evolution across the airline industry. And when that evolution calls for brand-new thinking, a keen eye for detail and future-ready operations, we rise to the challenge as a group of dedicated experts. As a Senior Helpdesk Team Leader, you’ll manage the daily NDC Helpdesk service to resolve customer problems 24/7/365.

What you’ll do

In your role, you’ll collaborate cross-functionally. You’ll use your business, commercial and customer focused thinking to lead and deliver. And you’ll empower people to take on new challenges and drive success, for the business and for themselves.

Your responsibilities are:

• Monitor performance to continuously improve the NDC Helpdesk
• Own Level 2 complex customer problems
• Manage internal and external incidents
• Collaborate with stakeholders to make sure the delivery of data runs smoothly
• Lead a team of technical experts
• Be part of an on-call roster to support our 24/7/365 service