Service Desk Team Lead

Service Desk Team Leader (Frankfurt)

Duration: 6-12 month extendable contract

Location: Frankfurt, Germany - Full onsite (can be negotiated with the manager at a later date once the contract has started)

Languages: German and English (French is a bonus)

Overview:

I am assisting a established Financial services company in the search for an external Service Desk Team Leader to work with them heading up a Support team for the company's employees across Germany.

The team, composed of five members including the Team Leader, provides local support to the company's users in Germany and to the group's various sites across Europe. Our primary mission is to deliver assistance, including on-site incident resolution, installation of IT equipment and videoconferencing systems, distribution of IT equipment, equipment movement, and inventory management.

Responsibilities:

• Lead and manage a team of L2 helpdesk agents providing technical support to users.
• Ensure the team meets quality and performance standards, delivering timely and satisfactory solutions to users' problems.
• Mentor team members, providing feedback and advice to enhance their skills and knowledge.
• Oversee and control the day-to-day activities of the team, assigning tasks and priorities.
• Ensure adherence to policies, procedures, and best practices in customer service and technical support.
• Handle complex and escalated issues, liaising with other departments or external partners as necessary.
• Analyze and report on the team's performance, identifying areas for improvement and optimization.
• Provide regular and constructive feedback to team members, conducting performance evaluations and reviews.
• Train and mentor team members, facilitating their professional and career development.
• Resolve conflicts or problems within the team, fostering a positive and collaborative work environment.
• Stay operational in the field, given the size of the team.
• Be flexible, as travel to different locations is required.

Profile Requirements:

• Proven experience as a team leader or supervisor in a help desk or customer service role.
• Excellent communication and interpersonal skills, with the ability to work with diverse and multicultural teams and clients.
• Strong technical skills and knowledge of the company's products and services, with the ability to troubleshoot and resolve technical issues.
• Experience with Windows Laptops, Docking Stations, Telephony and Banking Applications would be desirable.
• High level of customer orientation and satisfaction, with the ability to handle complaints and feedback effectively.
• Good analytical and problem-solving skills, with the ability to make sound decisions and judgements.
• Ability to work under pressure, meet deadlines, multitask, and prioritize in a fast-paced environment.
• Leadership and motivational skills, with the ability to inspire and empower team members.
• Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• Certifications or training in customer service, technical assistance, or leadership are an asset.