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Title:  DACH - EUT -Team Lead (m/w/d)

Location: 

NW, DE

Date:  Sep 9, 2022

 

 

Purpose of the Position:

  • Lead the Local Technical Support Team
  • Actively partnering with team members, regional and global stakeholders, and local markets, you will play a key role in Leading the DACH ops team in the end-to-end service delivery of People Operations.
  • You will be the contact point for ensuring the Technical Team activity will support the company´s and departmental objectives and enable scalability across the regions.
  • You will be responsible for achieving the targets and for the continuous improvement of the DACH EUT Team

 

 

You will be expected to succeed at the following tasks:

 

  • Handles escalated user problems. 
  • Hires new employees to ensure correct staffing levels for delivering contracted service. 
  • Monitors employee job performance and attendance.
  • Conducts performance reviews with employees. 
  • Ensures staff has the tools required for effective job performance and backup procedures are in place in case problems with the tools are encountered. 
  • Develops, maintains and executes the compensation plan for employees. 
  • Establishes and maintains relationships with Users organizations to ensure that performance and relationship issues are fully communicated and understood. 
  • Ensures correct level of information with Users when a case requires escalation.
  • Schedule Team Administration – Schedule team administration activities, such as team meetings, shifts, training classes, and one-on-one reviews.
  • Identify and recommend new service offerings to improve efficiencies and client satisfaction.
  • Develop training curriculum and plan for the SSC Staff
  • Develop resolution documentation for common problems to ensure a streamlined, repeatable approach to resolving common problems
  • Ensure problems are properly investigated, and that issues found through investigation are corrected or escalated to the proper parties for resolution.
  • Develop and Execute Performance Metrics / Reports – Present relevant support activities reports professionally and succinctly (both written and oral) to senior user staff.

 

 

What we are looking for

Qualifications:

Required:

  • Bachelor’s Degree or equivalent work experience(5-10yrs).
  • Microsoft Dynamics 365 Fundamentals
  • MCSE/MCSA/MCP

Beneficial/Optional:

  • Azure Fundamentals
  • Azure Administrator
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • ITIL 4 Managing Professional - IT Service Management Optional

 

 

Competencies/
Other skills:

  • Leadership:  training, motivating, and directing employees to optimize workplace productivity and promote professional growth, to oversee workflow and boost employee performance every day
  • Project management, prioritization, planning and organisational skills.
  • Strong communication skills and stakeholder management
  • Results oriented: ability to recognize what results are important and what steps need to be taken to achieve them.
  • Process driven mindset: believe in guidelines and efficiency, follow Standard Operating Procedures, and suggest ideas for continuously improving.
  • Comfortable with a fast-paced environment and successfully manage multiple priorities and volumes.
  • Leverage strong working knowledge of help desk industry processes and tools to provide better user service

Languages:

  • Fluent in English

Others:

  • Availability to travel on demand


Job Segment: Help Desk, Information Technology, Project Manager, Technical Support, Technology

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