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SERVICE DESK TEAM LEAD - SPANISH SPEAKING - PROJECT WORK (NT)

Hungary - Budapest / /


Tech People is a European provider of technical skills permanent recruitment and temporary contracting services for multiple industries.

Currently we are looking for

SERVICE DESK TEAM LEAD - SPANISH SPEAKING - PROJECT WORK (NT)


Location: Budapest, partly remote

Salary: competitive

Type of employment: project, 3 month with possible extension to 6 months

Star: ASAP


Responsibilities:

  • Technical Leadership Activities and Responsibilities
    • Consult and guide the Service Desk Analysts with regards to particular tickets.
    • Handle escalations of particular tickets.
    • Handle incoming issues/requests of users via phone, email, chat, web or other channels if required in peak hours and emergency situations, shifting or staffing issues. Perform necessary monitoring and administration in the IT Service Management tool. 
    • Attend and contribute in operational telephone conferences/meetings.
    • Initiate and/or maintain a data base of incident report tickets; track open ticket activity and provide reports to specific work units on open items.
    • Follow up on existing tickets and escalate unresolved cases to relevant support teams or vendors.
    • Effectively manage workload, including: planning, organizing, prioritizing, meeting deadlines.
    • Review and follow-up on project tasks on regular basis.
    • Ensure delivery is in line with customer expectation keeping Service Level Agreements and helping the team to achieve target Key Performance Indicators.
    • Lead, supervise and coordinate the quality assurance activities along with feedbacks to Service Desk Analysts.
    • Maintain a healthy level of team backlog.
    • Control ticket ageing by resolving or escalating problematic tickets through team members.
  • Team Leadership Activities and Responsibilities
    • Prepare, maintain and publish shift and holiday plan timely. Prepare the attendance sheets and payroll documentation timely.
    • Able and ready to cover ”On Call” duty during weekends and OoO hours.
    • Act as a backup of Service Delivery Manager/Project Leader/fellow Team Leader in case of absence, holiday, travel or work and in different shift if needed based on supervisor request.
    • Support the Service Delivery Manager/Project Leader with data/inputs for resource planning and shifting management (in line with: shift coverage, backlog handling, aged cases reduction, email availability, workload distribution, out of office workload planning).
    • Gather input/data for Team Metrics and Quality control activities (daily, weekly, monthly).
  • People Management
    • Support and provide guidance to team to achieve personal and team-based goals.
    • Monitor gaps in one’s own required competencies and enroll for relevant learning to bridge gaps in competencies.
    • Manage the performance of the team and identify opportunities for performance and productivity improvements.
    • Set reasonable, challenging and clear performance goals for team members, monitor performance and provide appropriate feedback timely and regularly.
    • Motivate and inspire team members in business/beyond business activities.
    • Complete monthly 1-2-1 sessions with all team members, sharing qualitative and quantitative feedback on their performance.
    • Set SPEED goals to team members and keep them updated on compliance and progress.
    • Foster reaching team members' career goals by using Career Path Planner tool.
    • Ensure team members technical skills improvement by encouraging trainings.
    • Prepare and analyze operational reports required but not limited to the company and Customer reporting activities (quality, Service Level Agreements and Key Performance Indicators compliance). Monitor and influence compliance on account specific Service Level Agreements and Key Performance Indicators.
    • Ensure continuous quality measurements and Key Performance Indicators are managed and aligned for assigned incidents for the shift.
    • Solve conflicts and issues reported by team members or escalate them timely to Service Delivery Manager.
    • Assist Service Delivery Manager in creating an environment of trust, open communication, creative thinking, and cohesive team effort.
    • Thoroughly think out and evaluate alternatives, perform innovative problem resolution, take pro-active approach and initiative to resolve problems. Work effectively in a team environment/diverse workforce.
    • Ensure team training needs are addressed on time. Lead, supervise, coordinate and perform technical and customer training and ensure up to date status of training plan and materials.
  • Knowledge Management
    • Learn and implement new technologies, tools, processes and policies.
    • Ensure the environment of best practice and lessons learned creation and sharing is created and maintained within the team.
    • Communicate process updates to the team members.
    • Ensure process improvements are planned for and deployed, business cases are delivered.
    • Lead, supervise and coordinate the knowledge management process activities within the team.
    • Ensure that knowledge updates are shared on team meetings and individual feedback sessions.
    • Attend all company and client training sessions as planned.
  • Quality Management, Policies and Procedures
    • Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.
    • Ensure high level of customer satisfaction.
    • Learn and adhere to the company's and customer’s policies and procedures and ensure these policies are enforcement within the team.
    • Ensure proper deployment of iPMS and iQMS processes and meeting internal quality guidelines and standards.

Requirements: 

  • 3 years experience in leading SD teams
  • Speak English AND Spanish on a business level. 
  • Candidate needs to be to be currently eligible to work in Hungary

What we offer:

  • An attractive compensation package.
  • A perfect choice offering stability.
  • A wide range of benefits, including a market-leading comprehensive private health care package.
  • You will be part of a global and diverse working environment with relaxation areas, terraces, and a friendly atmosphere.
  • You can seize the day with us at our company events, hobby clubs, and sporting initiatives.


To apply for this opportunity, please register your CV, or for more information +36 30 364 6154 Nikolett Rózsás.

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