Workplace - 2nd Line Team Leader (German Speaker)
Workplace - 2nd Line Team Leader (German Speaker)
Location: Hatfield (UK) or Kerpen (DE)
Accountabilities:
Team management
- Provide direction and support for the team, also motivate and lead the team
- To manage a team of Workplace 2nd line technical Analysts based primarily in Kerpen (Germany) and Hatfield
- To manage and plan resource for holidays, absence etc. ensuring sufficient resource is available to maintain Service Levels
- Monitor call queues and allocate calls to the team
- Acts as a point of escalation for customer and team issues, identifies and implements service improvement initiatives
- Responsible for the monitoring and performance of the team. Resolve staff performance issues
- Produce a monthly highlight report and KPI´s on the team activities
- Takes ownership of issues, escalating as necessary using the agreed escalation processes
Operational management
- To be a point of reference for all technical matters
- Recommend service improvement activities and assist in their deployment.
- Be available to deal with user and customer enquiries and escalations
- Effectively use all technologies required in the day to day delivery of the support function including tool suite.
- Proactively contribution towards working practices which will improve customer satisfaction and the quality of service delivery, Monitor and manage all System/Application support queues ensuring that quality and SLA targets are achieved.
- Deputise for team members and undertake ad hoc projects as agreed with the IS Management team. Establish a thorough working knowledge of IS service provision agreements.
- Implement and Maintain applicable system and process documentation
Knowledge & Key Skills
- Team Leadership and team working skills
- Demonstrable experience and knowledge in the IT industry
- Good communication skills, good interpersonal skills, excellent organisational and administrative skills
- Ability to prioritise workloads and delegate effectively
- Good understanding of the IT industry's best business practices and procedures
- Good technical knowledge of the main IT platforms, methods and applications Understanding of Project Management lifecycle
- A high level understanding of the business areas supported by several different systems e.g. managed services, sap modules etc.
- Fluent English and German language skills
- Educated to degree level or equivalent
Knowledge and understanding of the following:
- Planning for Information Systems
- Customer Relations
- Quality Management
- Techniques for Business Process Improvement
- Commercial and Business Practice
- Risk Analysis Methods, Techniques and Tools
Critical Success Factors
- Efficient and effective management of the team
- Customer SLA targets are continually achieved and improved
- Ensure team are kept up to date with technologies and developments within the industry
- Has a systematic, disciplined and analytical approach to problem solving.
- Is able to effectively multi-task across a number of different projects