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Workplace - 2nd Line Team Leader (German Speaker)

Workplace - 2nd Line Team Leader (German Speaker)

Location: Hatfield (UK) or Kerpen (DE)



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

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