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Service Desk Team Leader

Régió: Budapest

Randstad Hungary Kft.

Hozzáadva: 2017.02.26.
Jelentkezési határidő: 2014.10.23.
Hirdetés azonosító: 847586

Service Desk Team Leader

For our multinational client we are looking for an experienced Team Leader to manage a team of 12-15 Agents.


- Responsible for a team of helpdesk analysts (L1 and L2)
- Ensure quality of the service, productivity, system availability, SLAs
- Monitor adherence to quality and technical standards
- Participate in the selection process of new hires
- Review and report on the performance of the team/individuals, give feedback to agents on their own performance, prepare performance evaluation, advice improvement plans and trainings
- Schedule working time in different shifts
- Communicate relevant information towards the team
- Liaise with key customers, account managers and colleagues to gain effective service


- Minimum 1 year experience in team/people management preferably in BSC/SSC environment
- Fluency in English (German is an advantage)
- Experience in ITIL processes - Prince 2 knowledge is an advantage
- Good understanding of strategies and structures
- Strong user level computer literacy and desire to learn more about ICT solutions
- Flexible, open minded and cheerful personality

Amit kínálunk:

- Trainings and opportunities for professional development
- Multinational culture and all the benefits it can offer
- The chance to work in a young, dynamic and rapidly expanding organization

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