Our partner is an international software development and consulting company that offers a wide range of business solutions to its clients, including digitalization and IT consulting. Their goal is to drive digital transformation, optimize processes, and enhance technological infrastructure. The company’s team of experts provides tailored solutions to support clients, building long-term and strategic partnerships.

IT Helpdesk Team Lead (German speaking)

Feladatok

• Lead & Inspire Your Team: Manage and mentor a dynamic 1st Level Support/Dispatcher team. Drive performance through regular evaluations, personalized development plans, monthly 1:1 sessions, and team meetings. Create schedules, foster professional growth, and build a motivating work environment.
• Ensure Smooth Operations: Collaborate closely with the Service Manager, participate in client meetings, and provide support in resolving more complex incidents.
• Be the Communication Bridge: Maintain strong relationships with clients, internal IT and business units, and senior leadership.
• Drive Service Excellence: Monitor and enforce SLA requirements, analyze KPIs (response time, resolution rate, customer satisfaction), and implement improvement measures to ensure top-quality service.
• Lead Exciting Projects: Take part in or lead IT projects such as system rollouts, tool implementations, and migrations.
• Handle Escalations with Confidence: Manage escalations from clients or internal teams, ensuring quick and effective resolution.
• Knowledge Management: Maintain internal knowledge bases and documentation, and share best practices with your team.

Elvárások

• 2+ years of relevant experience in a Team Leader role
• Fluent German and English (C1 level)
• Professional competencies: Escalation Management, Stakeholder Management
• Personal strengths: Reliability, strong service-oriented mindset

Nice to have

• Experience in managing shift-based teams (24/7)
• Background in Level 1 / Level 2 Support or solid technical knowledge
• Italian language skills

Amit kínálunk

• 1 day of home office per week
• Health insurance
• Travel-to-work support
• Cafeteria benefits

Budapest