Technical Team Leader – 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.

For our prestigious customer in Luxembourg we are looking for a Technical Team Leader – Service Desk.

Role Responsibility

Role:
Coordinate and manage technically and administratively the activities of the Service Desk (composed by 26 agents supporting more than 9000 users) in order to ensure quality and continuity of the service.

Main Responsibilities:

• Daily operational team management of Front Office and Back Office teams respecting the service-level agreement
• 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, time scale 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. Take appropriate actions where these deviate from agreed tolerances
• Managing the change control procedure
• Providing effective leadership for the operational team, ensuring that team members are motivated and constantly developing their skills and experience
• Develop and maintain operational unit procedures
• Drive service enhancements and optimisations
• Communicate with all other support teams of our customer to improve the effectiveness and quality of their common activities
• Facilitate and foster change
• Facilitate and steer work meetings with internal users
• Perform internal users satisfaction analysis

Successful Candidate

• Master degree with 5 years of relevant professional experience OR Bachelor degree with 7 years of relevant experience.
• Very good skills in all of the MS office applications
• ITIL V3 Foundation Certified
• Very good project management skills
• Very good team management skills
• Advanced IT product knowledge and experience (Hardware/Software)
• Highly autonomous and IT skilled in business management tools
• For the Central Logistic and Procurement services:
  • Good knowledge of logistical processes
  • Advanced knowledge in planning optimization
• Multitasking and result oriented
• Precise, thriving on quality
• Stress resilient
• Team oriented

Language and communication skills:

• Fluent in English and French both written and spoken
• Excellent communication 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

Relocation assistance provided (if applicable).

About the Company

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

Serco European Agencies