Service Desk Team Manager
Emric Operations AB / Supportteknikerjobb / Kalix
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hela Sverige Visa alla jobb hos Emric Operations AB i Kalix Responsibilities;
The focus will be to:
• Lead and coach local Service Desk 1st on a day to day basis
• Day to day planning of capacity in order to manage SLA's
• Ensure team development and individual performance within the team. Responsible for motivation and leading local team
• Follow up overall service local service desk performance based on agreed Service Level agreements, customer reporting and KPI reporting
• CSI reporting and follow up for Service Desk
• Operationally hold the SDA role for defined customers and be part of operational processes
• Continuously drive service development and process optimization for Service Desk
• Continuously drive collaboration and communication with other business units within Emric for a successful service desk delivery
• Invoicing and internal reporting
• Responsible for participate in Service Desk projects
Skills;
Fluency in English and Swedish, leadership and interpersonal and professional communication skills is a must. The position also requires project management-, process development-, problem solving- and administrative skills as well as ability to coordinate others and drive collaboration. In addition, understanding Software applications as well as basic IT understanding is required.
Knowledge in Application management, Service Desk processes and/or IT Service Management (ITSM) is meriting.
Personal strength;
As a person you are a natural leader, organized and structured. You take responsibility and are collaborative, thorough, and strong in building relations with others.
You have a lot of drive and are strong in your communication. You are able to coordinate and drive activities, develop teams and develop collaboration with others. You enjoy working as part of a team, but can also be independent. You have a passion for driving customer satisfaction, leading others, providing service and enjoy customer dialogues. You have a strong interest in IT and software applications.
Experience and education;
Bachelor or higher education in Business administration and economics is required.
5 years' experience from Service Desk and/or similar customer service is required as well as experience from leading a team. In addition, experience from working with Software applications as well as basic IT understanding is needed.
Experience from the banking or financial services sector is meriting.
Emric, part of Tieto Group, is seeking a Service Desk Team Manager for our Service Desk Team in Kalix to join our Customer Operations organization. You will lead and coach the local Service Desk team on a day-to-day basis. You will independently and pro-actively drive service desk performance and service desk delivery for our existing clients in the Nordic market, to achieve high customer satisfaction and efficiency. You will also drive continuous improvement of services and processes as well as collaboration with other units, to improve efficiency. Take the opportunity to join a high speed and knowledgeable team delivering value to clients within the Financial Services and banking sector.
Publiceringsdatum2018-01-03Så ansöker duSista dag att ansöka är 2018-02-01
Ange följande referens när du ansöker: Service Desk Team Manager
KontaktCarola Nybom
bpo.jobb.kalix@tieto.com 0923-65700
FöretagEmric Operations AB
AdressEmric Operations AB
Box 100
95222 Kalix
KontorsadressSkolgatan 15
Jobbnummer 3883587
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