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Service Desk Team Leader with Swedish
Wipro IT Services
Gdańsk
Gdańsk, Pomeranian- offer expired 22 days ago
- contract of employment
- full-time
- senior specialist (Senior)
- full 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
life insurance
fruits
retirement pension plan
coffee / tea
holiday funds
employee referral program
Multisport Card