Team Leader - IT Service Desk

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. 

Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with 50,000 colleagues globally who are equally as passionate about delivering great service as you.

For our prestigious customer, a European Institution in Brussels, we are looking for a Team Leader - IT Service Desk. 

Role Responsibility

• Reporting to the Service Delivery Manager;
• Daily operational team management of the IT Service Desk (1st Line). This includes planning, definition of tasks, review of service level, quality control, risk analysis, call handling status and escalation, status reports (daily, monthly, yearly), problem reporting and organisation definition;
• Resource management: planning of resource usage (shifts, holidays) and estimation of costs, timescale and resource requirements for the expected level of service;
• Activities tracking against the plan, provide regular and accurate reports;
• Costs monitoring, timescales and resources used; Taking appropriate actions where these deviate from agreed tolerances;
• Providing effective leadership for the operational team, ensuring that team members are motivated and constantly developing their skills and experience;
• Taking responsibility of a customer request or incident, and respond by providing great customer care and using appropriate information, by training the customer and by remote analysis of the incident;
• Maintain a good understanding of products and relevant procedures in use at our customer;
• Occasional work outside standard working hours can be required.

Successful Candidate

• At least 2 years of experience in managing an IT Service Desk
• Previous work experience in a customer based field or in a field that requires strong interpersonal communications skills of at least two years;
• Thorough knowledge of CIS environments, either through education or through experience (at least two years);
• Excellent knowledge of MS Windows (current release: XP Professional SP2). The level and application of the required knowledge is set to be at the level of MCDST (Microsoft Certified Desktop Technician) or equivalent due to experience;
• Excellent knowledge of standard MS Office applications (MS Word, MS Excel, MS PowerPoint, MS Internet Explorer, and MS Outlook. The level and application of the required knowledge is set to be:
  • MS-Word  2002 Expert
  • MS-Excel 2002 Expert
  • MS-Outlook 2002 Specialist
  • PowerPoint 2002 Specialist
• Excellent planning, organisation and management skills;
• Precision, reliability, dynamism and flexibility;
• Outstanding listening skills, keyboard skills and ability to deal with all levels of professionals;
• Excellent interpersonal communication skills;
• ITIL Foundation Certification.

Language and communication skills:

• Fluent in both English and French (at least level C1) - written and spoken;
• Excellent interpersonal, communication and analytical skills.

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Important:

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.  For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time.

Package Description

Full details on application.

This position can be offered as a Permanent position.

Estimated start date:  ASAP

About the Company

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 50,000 employees worldwide.

Serco European Agencies