Deep - Team Leader - Service Desk
il y a 1 jour
Afin de renforcer les équipes de DEEP au sein de notre équipe Customer Support and Operations nous recherchons actuellement un(e) **Team Leader - Service Desk (M/F/n)** à temps plein.
**Vos missions**:
- Coordonner, motiver et accompagner l’équipe pour atteindre les objectifs fixés.
- Développer les compétences des collaborateurs en organisant des formations et en partageant les meilleures pratiques.
- Suivre la performance individuelle et collective à travers des KPIs définis et fournir les rapports correspondants à la hiérarchie.
- Animer les réunions d’équipe et la répartition des activités au quotidien.
- S’assurer que les besoins et attentes des clients sont pris en compte et traités efficacement en tenant compte des SLA.
- Intervenir en cas d’escalade pour résoudre des problèmes complexes et maintenir la satisfaction client.
- Identifier et mettre en œuvre des améliorations des processus pour maximiser l'efficacité des opérations et améliorer la satisfaction client.
- Proposer et intégrer des outils technologiques innovants pour faciliter les opérations et l’expérience client.
- Assurer une collaboration fluide avec les autres équipes de support, au sein du département mais aussi en dehors.
- Travailler quotidiennement en toute autonomie et prendre en charge toute autre demande qui permettrait de faire progresser DEEP.
**Votre profil**:
- Expérience dans la gestion d’équipe
- Expertise dans le domaine du Service Desk, pour les processus d’incident management et request fullfillment
- Capacités en résolution d’incidents et support technique
- Connaissances des SLA et KPI
- Excellentes compétences en leadership et communication
- Connaissances techniques relatives aux métiers et services de DEEP
- Maitrise du français et l'anglais. Toute autre langue sera considérée comme un atout
**Intéressé(e) ?**
Une copie conforme de votre diplôme et une copie récente de l’extrait du casier judiciaire vous seront demandées au cours du processus de recrutement.
Niveau intermédiaire
HYBRID
CDI
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