Dutch Speaking Service Desk Team Leader

Feladatok: Technical Leadership: Provide guidance and support to Service Desk Analysts on complex incidents, requests, and technical issues, ensuring timely resolution and service excellence.Escalation Management: Handle escalated tickets, monitor unresolved cases, and coordinate with support teams and vendors to ensure effective issue resolution.Operational Oversight: Support daily service desk operations, manage workload distribution, maintain healthy backlog levels, and ensure compliance with SLAs and KPIs.Quality Assurance: Conduct quality reviews, provide feedback to team members, and drive continuous improvements in service delivery and customer satisfaction.Reporting & Planning: Prepare operational reports, monitor performance metrics, support resource planning, and maintain shift, holiday, and attendance schedules.Team Leadership: Lead, coach, and motivate team members, conduct regular performance discussions, set clear objectives, and support career development.Training & Development: Identify training needs, facilitate technical and customer service training, and ensure continuous skill development across the team.Stakeholder Management: Participate in operational meetings, communicate service updates, address team concerns, and act as a backup for leadership roles when required.Knowledge & Process Improvement: Promote knowledge sharing, maintain process documentation, implement best practices, and drive continuous improvement initiatives. Elvárások: Technical Leadership: Provide guidance and support to Service Desk Analysts on complex incidents, requests, and technical issues, ensuring timely resolution and service excellence.Escalation Management: Handle escalated tickets, monitor unresolved cases, and coordinate with support teams and vendors to ensure effective issue resolution.Operational Oversight: Support daily service desk operations, manage workload distribution, maintain healthy backlog levels, and ensure compliance with SLAs and KPIs.Quality Assurance: Conduct quality reviews, provide feedback to team members, and drive continuous improvements in service delivery and customer satisfaction.Reporting & Planning: Prepare operational reports, monitor performance metrics, support resource planning, and maintain shift, holiday, and attendance schedules.Team Leadership: Lead, coach, and motivate team members, conduct regular performance discussions, set clear objectives, and support career development.Training & Development: Identify training needs, facilitate technical and customer service training, and ensure continuous skill development across the team.Stakeholder Management: Participate in operational meetings, communicate service updates, address team concerns, and act as a backup for leadership roles when required.Knowledge & Process Improvement: Promote knowledge sharing, maintain process documentation, implement best practices, and drive continuous improvement initiatives.IT support, Helpdesk; Ügyfélszolgálat, Ügyfélkapcsolat vezető; Csoportvezető

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