Role: IT Support / Service Desk - German/French

Skills:

Experience with attending calls, Service NOW, Service Desk in general.

Job Summary

The Service Desk Team Lead is responsible for managing day-to-day service desk operations, ensuring optimal team performance, and delivering high-quality support services in line with agreed Service Level Agreements (SLAs) and Statements of Work (SOW). The role requires strong leadership, operational excellence, and a proactive approach to improving customer experience and service delivery.

Key Responsibilities

Operational Management

• Ensure adequate staffing levels throughout operational hours by managing shift patterns, leave schedules, and long-term absences.
• Plan, control, and monitor team activities to ensure performance targets and service standards are consistently achieved.
• Monitor service desk KPIs and SLAs, reviewing performance metrics and imp...