Team Leader

3 tygodni temu

Gdansk, Polska AMS Pełny etat

responsibilities :
The Role The primary purpose of the Team Leader- Technology Support is to work with the rest of the Resourcing Technology team to provide efficient and flexible technology support to internal clients and across all internal technology platforms.
Key Accountabilities
Operational responsibility for the day-to-day management of a team of Co-ordinators, Specialist and Principal Specialists, leading and monitoring the team’s delivery of the best practice operating model and ensuring the highest level of customer experience (including tickets and queries dealt with on time and escalations managed correctly).
Work on complex tickets and monitor the queue
Performance management of the team against individual and team SLA’s, KPI’s and Targets
Be the first point of contact for any technical escalations within the team
Verify any ticketing system reports as needed (Ageing tickets, last update, time in progress, ticket closure etc.)
Completing daily, weekly, monthly and quarterly reports as required
Review of the Operation Manuals and other process documentation; making updates on a need basis and making the team aware of this
Build and maintain strong working relationships within the team, with Internal Technology, the wider AMS business and 3rd party vendors to ensure delivery against SLAs and a consistently high quality of service.
Responsible for 1 to1’s, performance reviews and development plans for the team
Responsible for the onboarding of new starters and the off-boarding leavers within the team (Co-ordinators, Specialists and Principal Specialist)
Act as a subject matter expert and guide as required around internal technology platforms

requirements-expected :
Minimum 2 years of experience in helpdesk and managing L1 & L2 team.
Experience in working with Avature, Fieldglass and/or TalentLink.
Knowledge of ServiceNow or any other ticketing tool.
Strong IT skills and computer literacy.
Excellent communication skills, including via the telephone, e-mail and face to face.
Proactive problem solving skills.
A Strong attention to detail.
Fluency in English, both speaking and writing.
Knowledge of ITIL is a Plus.

offered :
We strive to do things better for the world’s most demanding brands. Is it challenging? Yes. But it’s a challenge that brings us together, where support, collaboration and inclusiveness empower you with a feeling of belonging.
Bring your goals and ambitions. We give you the trust, independence, and flexibility to run your career your way. Our support will bring you opportunity.
Our evolution is happening now, let’s bring it—together

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