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Team Leader, Site Support EMEA

Requisition Number:  12218
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

Supervise the regional ServiceDesk activities to support the Global SES IT Service Desk objectives, providing first level Service and Support for all office IT systems and applications deployed within SES. Ensure that customer expectations are met or exceeded. Ensure that the staff are meeting or exceeding expectations with respect to performance, defined metrics/benchmarks, and KPIs, and that standards and processes are followed to provide effective customer service and meet requirements.

 

 

Extended Job Description:

 

 

 

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Supervise the regional efforts to maintain and respond to the global Service Desk incidents, requests and problems.
  • Take on, as necessary, the role of Incident Manager for incidents handled by the ServiceDesk to coordinate the necessary process activities for the restoration of affected services.
  • Act as a regional escalation point for users, customers, ServiceDesk agents, and other IS&S colleagues for requests, incidents, and problems and communicate appropriately internally and to customers. Make decisions consistent with guidelines established by IS&S management.
  • Act as regional point of contact for colleagues outside of the ServiceDesk for the purpose of coordination of established ServiceDesk activities such as Employee on/offboarding
  • Ensure the regional Service Desk staff is integrated in the Global team and follows SES standards and processes (CoBIT, ITIL, Security and other IT related)
  • Ensure that regional Service Desk is adhering to and promoting the adherence to SES official policies, procedures, and standards.
  • Oversee the global ServiceDesk work queues and delegate and/or escalate work as necessary maintaining adequate prioritization. Maintain balance between meeting established SLAs with ability to close minor incidents/requests quickly.
  • Maintain, support, and promote channels of continuous communication within the ServiceDesk and to other IS&S teams such as daily and/or weekly meetings
  • Contribute to quality control activities such as (but not limited to) ensuring agents are documenting work performed, identifying gaps, and providing team training when necessary.
  • Proactive leadership and participation in the ServiceDesk activities to communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
  • Train, coach and mentor Service Desk agents
  • Be able to, when required, to perform the duties of other ServiceDesk agents, particularly if staffing levels are low or during times of surging workload
  • Provide data and reporting of KPI’s and trends to Global IT Service Desk management and other IT departments, ad-hoc, weekly, monthly and as needed
  • Lead project-like activities that the ServiceDesk is engaged in such as quick/informal engagements, or work requiring distributed and collaborative participations for a unified goal.  
  • Maintain scheduling and on-call activities and coordination
  • Maintain and track regional budget and related expenses.
  • Engage with customers/users to set expectations and/or provide conflict resolution
  • Follow SES Vendor Management Procurement practices for requisitioning and/or ordering equipment/supplies
  • Manage local Vendor relationships in cooperation with IT Support Management and Vendor Management
  • Ensure support procedures are fully documented and kept up to date
  • Engage with other regional Team Leads to ensure activities are coordinated and adhering to global objectives and practices.
  • Participate in after-hours on-call rotation for end-user support

 

 

COMPETENCIES

  • Ability to work independently and as a strong team player
  • Be absolutely service and customer oriented
  • Ability to multi-task and work under pressure
  • Thorough understanding of operational Principles
  • Excellent understanding of computer hardware and operating systems (Windows 10)
  • Thorough understanding of Microsoft Office products (Office 365, Office 2016, and prior)
  • Thorough understanding of Cloud fundamentals
  • Working knowledge of Azure service portal and the ability to navigate it.
  • Sound technical understanding of the IT landscape and related technical skills
  • Effective at communicating with internal and external customers
  • Excellent organization, coordination and administration skills
  • Sense of urgency, initiative and drive to get things done
  • High attention to details
  • Ability to work at in a fast pace environment, under pressure, without compromising professional standards
  • Ability to delegate
  • Ability to embrace and facilitate changes
  • Capable of working within a multi team, cross-functional environment.

 

QUALIFICATIONS & EXPERIENCE

  • Minimum 4 - 5 years’ experience in Service Desk environment or management in related field
  • Bachelor’s degree or experience in similar position
  • In depth knowledge of Service Desk ITIL founded processes and procedures.
  • Excellent people management skills
  • Excellent Customer Service skills
  • Ability to work independently
  • Experience in deploying industry process standards such as ITIL and COBIT
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OTHER KEY REQUIREMENTS / COMMENTS

Key performance indicators

  • First response and rate of first call resolution
  • ServiceDesk Backlog volume
  • ServiceDesk backlog age
  • Agent utilization
  • Customer satisfaction

 

Other requirements

  • This position requires the incumbent to be On-Call
  • Fluency in English; any additional languages represent an asset
  • Ability to work internationally in a matrix-managed, results-oriented environment
  • Strong analytical skills and business acumen
  • Openness for new technologies and ready for change

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