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