Job Description

Company Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2021, Continental generated sales of \xe2\x82\xac33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary.



Responsibilities for Service Desk Team Leader

• Provide leadership for the daily operations of the service desk and assigned team\'s performance including schedule adherence, operational metrics, and individual performance metrics
• Analyze team\'s performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans
• Ensure resources allocation
• Regularly review team\'s ticket and call quality audits to ensure standards of quality are met routinely

• Act a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates
• Actively participate in team training sessions for new hires, refresher training, and new technology deployments
• Point of contact during critical incident
• Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement
• Point of contact for escalations as needed for unresolved incidents or irate callers

• Lead post-critiques of incident and requests to look for ways to improve customer satisfaction
• Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements the overall incident process
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Grow general knowledge of IT and business systems , training junior analysts in order to increase the ability to resolve issues on first contact
• On-call duty for critical incidents

Qualifications for service desk team leader

• Strong experience in handling 24x7 IT Service Desk
• Customer centricity and experience would be a must
• Customer-service oriented with a problem-solving attitude

• Strong understanding on Incident Management and processes.
• Strong in Stakeholder Management and collaboration
• Experience of handling teams and performance.
• ITIL Certified
• Demonstrate accounting knowledge and understanding SLA\'s. SLO, KPI\'s and Reporting

• Another foreign language known at Intermediate level would be a plus
• Good analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority
• General knowledge of Third-party support agreement(s)
• 8+ years of related experience.

Qualifications

Graduate , Service Desk Industry experience

Additional Information

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Continental