IT Helpdesk Team Lead (German speaking)
Feladatok
- Lead & Inspire Your Team: Manage and mentor a dynamic 1st Level Support/Dispatcher team. Drive performance through regular evaluations, personalized development plans, monthly 1:1 sessions, and team meetings. Create schedules, foster professional growth, and build a motivating work environment.
- Ensure Smooth Operations: Collaborate closely with the Service Manager, participate in client meetings, and provide support in resolving more complex incidents.
- Be the Communication Bridge: Maintain strong relationships with clients, internal IT and business units, and senior leadership.
- Drive Service Excellence: Monitor and enforce SLA requirements, analyze KPIs (response time, resolution rate, customer satisfaction), and implement improvement measures to ensure top-quality service.
- Lead Exciting Projects: Take part in or lead IT projects such as system rollouts, tool implementations, and migrations.
- Handle Escalations with Confidence: Manage escalations from clients or internal teams, ensuring quick and effective resolution.
- Knowledge Management: Maintain internal knowledge bases and documentation, and share best practices with your team.
Elvárások
- 2+ years of relevant experience in a Team Leader role
- Fluent German and English (C1 level)
- Professional competencies: Escalation Management, Stakeholder Management
- Personal strengths: Reliability, strong service-oriented mindset
Nice to have
- Experience in managing shift-based teams (24/7)
- Background in Level 1 / Level 2 Support or solid technical knowledge
- Italian language skills
Amit kínálunk
- 1 day of home office per week
- Health insurance
- Travel-to-work support
- Cafeteria benefits
Munkavégzés helye:
Munkavégzés helye
Budapest