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German speaking Team Leader - Service Desk

WIPRO IT SERVICES POLAND Sp. z o.o.About the company

  • Gdańsk

    Gdańsk, Pomeranian
  • Offer expired 17 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • manager / supervisor

Your responsibilities

  • People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.

  • Coordinates Subject-Matter Expert, CSAT/Knowledge Manager and Quality Manager and makes sure they are aligned.

  • Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.

  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

  • Reviews escalations and implements corrective and preventive actions.

  • Managing Risks and Issues

  • Monitoring and Reporting Progress of the Operations.

  • Team Leadership

  • Continuous Service Improvement.

Our requirements

  • In-depth knowledge of Service Desk Delivery & SLAs/KPIs.

  • Minimum 2 years’ experience in a Service Desk Leadership roles / IT Support in a global organization.

  • German Language at C1 level or higher is a must

What we offer

  • Relocation assistance - Accommodation, travel and other expenses covered

  • Medical Insurance

  • Life & Disability Insurance for employees and family members

  • Social Fund Scheme

  • Benefits

  • private medical care

  • life insurance

  • fruits

  • retirement pension plan

  • coffee / tea

  • holiday funds

  • employee referral program

  • Multisport Card

WIPRO IT SERVICES POLAND Sp. z o.o.

Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

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Skills:

  • Client centricity and communication skills

  • Execution excellence, Hands-On Approach

  • Problem Solver & Good at Decision Making

  • Collaborative Working.

  • People Manager