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IT Customer Support Team Leader with English

Wipro IT Services

  • Łódź

    Łódź
  • offer expired 6 days ago
  • contract of employment
  • full-time
  • manager / supervisor
  • home office work
  • remote recruitment

Your responsibilities

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

  • 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

  • Advanced English language required

  • Knowledge of Swedish will be an advantage

  • Client centricity and communication skills

  • Execution excellence, Hands-On Approach

  • Problem Solver & Good at Decision Making

  • Collaborative Work

  • Benefits

  • private medical care

  • life insurance

  • fruits

  • retirement pension plan

  • coffee / tea

  • holiday funds

  • employee referral program

  • Multisport Card

Wipro IT Services

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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