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Himalayas

Teamlead Service Desk - B2B SaaS (all genders)

GermanyPosted 1 day agoVerified 1 day ago

About This Gig

deine aufgaben: Führung und Weiterentwicklung des 2nd Level Teams sowie aktive Mitarbeit im operativen Tagesgeschäft mit Vorbildfunktion für Qualität und Priorisierung End-to-End Ownership für komplexe Themen, Eskalationen und strukturelle Herausforderungen inkl. klarer Priorisierung, Entscheidungsfindung und Umsetzung Proaktive Analyse von Ticketmustern, Problemen und Prozessen sowie Ableitung und nachhaltige Umsetzung von Verbesserungen Strukturierung, Dokumentation und Etablierung von Prozessen sowie Steuerung der Zusammenarbeit mit First Level, Produktentwicklung und Knowledge Base Aktive Gestaltung der Weiterentwicklung des Service Desks durch den Einsatz von KI, inklusive gezieltem Enablement des Teams und Steuerung von Veränderungsprozessen zur Weiterentwicklung bestehender Arbeitsweisen Sicherstellung der SLA-Einhaltung, adressatengerechte Kommunikation und konsequenter Fokus auf Ergebnisse und Wirkung das bist du: Erfahren im 2nd Level Support / Service Desk mit fundiertem IT

Skills & Tags

Service Desk Management IT Service Management Technical Support Leadership Customer Support Operations B2B SaaS Support

About the Seller

Chargecloud GmbH

on Himalayas

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