Support & Customer Service Team Leader

Support & Customer Service Team Leader

 

StinePartners is looking on behalf of his client, a major Industry native company a:

Support & Customer Service Team Lead ( based on Paris) :

 

Purpose of the position :

This position is part of the EMEA IT Customer Care service team. The IT Support & Customer Care team lead is in charge of applicative level 1 & 2 support to end users and clients. This person is the primary point of contact and communication with customers from the assignment of tickets to successful resolution of issues, including scheduling work and keeping customers aware of work status and solution progress.

KEY TASKS AND RESPONSIBILITES

Service Operations Management

  • Ensure efficient respond to IT incidents through a variety of means, such as phone and desktop support, or remote technology;
  • Guarantee helpdesk service quality to end users;
  • Conduct problem identification, research, isolation, resolution, and follow-up assuring the timely closeout of trouble tickets in the ticket tracking system;
  • Provide IT onsite support for computer upgrades, replacements and mobile devices;
  • Ensure enforcement of procedures defined by and with Service manager and stakeholders;
  • Follow level 1 & 2 incident, problem, complains management and related communication;
  • Qualify and create problems and ensure they are processed by relevant teams;
  • Assure operational implementation of outsourcing contracts for technical support;
  • Participate in continuous improvement of support services;
  • Ensure the governance of helpdesk services and proximity supports within his perimeter;
  • Follow the budget;
  • Participate to instance and operational meetings;
  • Implement a reporting system and KPIs for incidents, problems, complains

Team Management

  • Lead, manage and coordinate a team of Support Technicians including external resources (10 internally +20 externally)
  • Defines the skills and talents for Support team members
  • Responsible for the overall training and development for Support team members Project Management

Project Management

  • May act as a project manager for some Customer Care projects

INTERNAL & EXTERNAL INTERACTIONS

Inside the compagny

  • Hierarchically attached to EMEA Service Manager
  • Internal end users and clients
  • EMEA and Group IT infrastructure representatives
  • Other Team Lead Support

Outside the company

  • Help Desk
  • Service subcontractors
  • External end users and clients

JOB SPECIFICATIONS

Education and Experience requirements

  • Bachelor’s degree in Computer Science, Information Systems, or Engineering
  • 6 years of experience with IT help desk practices and frameworks or related experience
  • Experience performing installations, moves, software and hardware adds and changes to end users IT equipment
  • Experience with end user support using remote support tools
  • Experience in managing teams even in a project mode
  • Good interpersonal skills with internal and external stakeholders
  • Analytical skills
  • Rigor, organization skills
  • Fluent or native English speaker
  • Experience of working within a culturally diverse global company
  • Conversant in French or another European language would be advantageous
  • Project Management knowledge
  • Flexible working hours to accommodate diverse geographic locations

Communicates & Collaborates

  • Strong verbal and written communication skills across multiple levels of the organization
  • Interpersonal and collaborative skills
  • Ability to proactively communicate detailed information to management and project team
  • Ability to articulate messages across a variety of audiences

Delivers results

  • Solution and strong customer orientation
  • Client service oriented
  • Ability to understand business needs and provide technical guidance accordingly
  • Superior analytical mind-set
  • Problem solving ability with a rigorous mind-set Drives improvement
  • Continuous improvement mind-set