We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).
As a Service Desk Team Lead with HCL Technologies, you will lead the team responsible for managing stakeholder escalations and inquires, for our Danish speaking stakeholders.
The ideal candidate will be an effective leader, a strong planner and organizer, with the ability to maintain a high level of motivation, in a fast paced environment.
These will be your tasks
Provide operational leadership to the Service Desk Agents through : refined resource planning, monitoring and adjusting performance, following stakeholders’ inputs.
Proactively monitor actual performance, against expected service levels, and implement process improvements to achieve the expected levels.
Update these progressions to fulfil performance-reporting requirements.
Guide the Service Desk Agents in escalation scenarios when extra support is required, by acting as a centre of competence on processes, systems, and procedures.
Support Account Teams and Managers with new and in-transition customers, ensuring operational processes are at their prime and within the established terms.
Assess the necessary skillset for Service Desk Agents and proactively coach the team to achieve these benchmarks.
Own the customer experience by liaising with : Various Help Desks (both internal and external) and working alongside providers until escalations are closed.
You're offering these qualifications
Bachelor’s Degree in a Technical Application field; and / or related trainings and certifications
Minimum of a year’s working experience as a Team Leader, within a Shared Services environment
Project management experience, resource planning in this capacity would be a plus.
Ability to consistently meet and exceed established performance targets
Ability to handle people management issues with tact, diplomacy, and maturity
Capacity to develop new training materials, and implement them in a courteous, efficient manner.
Required Language Thresholds : Danish (C2 : Native-Level Fluency), English (B2 : Independent User Level)
We're offering these benefits
Meal allowance on card
Career Progression Opportunities
Well rounded Health and Life Insurance Packages
On-site gym : includes indoor pool access, fitness classes, and a football pitch
Staff Canteen with varied food options and river-facing balcony seating