IT Team Leader Service Desk Americas

Service desk
Your new company
Our client is one of the leading global developers, producers and sellers in the categories in which they operate, with number one or number two brands/market positions around the world, with sustainable initiatives and purposeful innovations, and a multi-billion turnover.

Your new role

  • Responsible for delivering and executing primarily 1st line IT support to all internal customers globally
  • Provide day to day immediate supervision of a team in order to obtain timely and accurate realization of the objectives and satisfied customers.
  • Work according to defined processes Incident, Request, and Problem Management
  • Prioritize, assign and follow-up tasks to ensure that the team’s resources are used effectively and that work schedules and targets are met.
  • Work together with the team and participate in and support team initiatives.
  • Manage one team within the IT area. Responsible for building a motivated and effective team and individuals
  • Responsible to develop and implement an annual team master plan, including managing and prioritising resources and timing. On top establish and follow up of an as well annual team Scorecard KPI overview. Follow set KPI’s and ensure your team is working towards the same goals.
  • Is responsible for customer satisfaction (people dimension) and continuous efficiency improvements. Needs to communicate effectively with customers and key stakeholders
  • Secure close cooperation with Regional IT support teams also other outside the organization teams and departments where relevant.
  • Facilitate daily operational meetings (DOM) to keep your team up-to-date with any news changes or other events.
  • Secure audit and Information Security policies are followed
  • Build long-term relationships within area of responsibility and to stakeholders.
  • Guarantee that the team members obtain the correct knowledge level to execute the processes defined for the team.
  • Coach and mentor the team members when applicable or lead them when that suits.
  • Provide day-to-day feedback in the work environment.
  • Assist in communications that involve implementing policies that may be somewhat complex and controversial.
  • Respond to complex, escalated enquiries from team members and forward to relevant experts if needed.
  • Train and educate of users in relation to IT workplace and collaboration tools

What you will need to succeed

  • Relevant University IT education or equivalent is an advantage
  • 2-3 years experience in a similar role
  • Experience from IT service support, collaborating within own team and supporting stakeholders and customers
  • Preferably experience from leading a global service organization within IT, having a remote team located in different sites and countries.
  • Experience with manufacturing operations would be an advantage
  • People management skills
  • Self-driven and a team player with ability to create effective teams and collaborate successfully across nationalities within team as well as to serve customers and stakeholders across the company
  • Strong communication skills with proven ability to communicate effectively with customers and key stakeholders
  • Customer focused and service minded with ability to manage impatient customers, diplomatic
  • Ability to work under pressure and autonomously
  • Time management with sense of urgency/priority, good at managing resources and dares to make decisions
  • Strong drive to accomplish results and Delivers with quality and speed
  • Proven track record in Service Management and tools
  • Relevant technical skills and education in Microsoft Server tools (Windows 2012/2016, Active directory, manage mailboxes, distribution list), Lan and Wan network (TCP/IP, DNS, DHCP and routers)
  • Relevant technical skills on Workstation: memory, network card and connectivity

What the company can offer
Be part of an international company that is committed to the well-being of its employees, where you can learn and develop in a career that you drive, coupled with competitive rewards and the ability to participate in building a new, strategic component for the company.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1028738


Tipo de empleo
Retail y Consumo masivo
Distrito Federal
Salario + Prestaciones superiores
Closing date
30 Jun 2022

Hablar con un consultor

Hablar con Karina Cortes, la persona que lleva esta posición,, que se encuentra en la oficina de Mexico City Office
405 Paseo de Las Palmas, Lomas de Chapultepec

Teléfono: +52 55 5249 2500

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