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Service Desk Team Leader

Safeguard Global

Safeguard Global

Multiple locations
Posted on Wednesday, December 27, 2023

How would you like to team up with colleagues from the Americas, Europe, and Asia? We have a ‘work in any way model’ which encourages you to break free from the norm. Choose your own style of delivering results by becoming a Guardian at Safeguard Global.

Role Overview:

As the Service Desk Team Leader you will head up the EMEA region of our global team responsible for desk-side and remote support to Safeguard Global employees. You will act as the local regional technical representative, acting as the initial managerial escalation point of contact within your region.

You will join a global team and will play a key role in ensuring the technical support and maintenance of appropriate company technology systems. This is to ensure users are able to perform their daily activities in a secure, effective, and efficient manner.

How you will make a difference:

  • Support and troubleshoot Microsoft Windows operating systems 10,11 and Microsoft Office 365 (Teams and Outlook) along with any other authorized desktop applications.

  • Assist our IT Asset Management Team to Monitor internal assets (issued and Instore) to ensure accurate inventory records for your region.

  • Manage customer experience/expectations throughout the ticket lifecycle and all service desk interactions. Build trust and customer confidence.

  • Provide assistance and support to distributed and local end users to maintain a secure and productive working environment.

  • Provide high levels of consistent support and customer service in line with service desk ITIL policies, procedures and SLA's

  • Work closely with our colleagues Group IT Service Operations teams (Infrastructure and Security) to deliver a consistent quality of service.

  • Lead by example showing your service desk analysts how to facilitate a great customer service experience by following established case and ticket handling ITIL guidelines.

  • Maintaining a supervisory overview of all reported issues and identifying support trends, whilst keeping leadership apprised of any performance issues.

  • Manage employee schedules and ensure that the service desk is adequately staffed during operational hours within your region.

  • Review all customer complaints, rectify issues and liaise with appropriate departments to handle complex issues & escalations.

  • Create a mode of operations to be adhered to by service desk team members in order to maintain good routine and orderliness.

  • Manage & develop your regional Service Desk Team (coaching, plan development and training, performance appraisal, recruitment, etc.)

What will give you an advantage:

You will have strong technical skills and proven ability to lead other technical staff by example. In addition, you will possess a natural make it happen attitude to ensure high service levels are delivered in all your team does. The ideal applicant will have strong, proven IT support and team leading experience and possess a blend of strong technical, organizational, and customer service skills. You will be expected to work independently under guidance to a high technical and organizational standard.

  • A technically strong, well-rounded IT Service desk Team Leader with strong experience and advanced troubleshooting skills covering and not limited to Microsoft Windows operating systems and Microsoft Office 365 (Teams, Outlook, Endpoint Manager, Intune, Exchange).

  • Experience in working and leading fast-paced customer focus teams.

  • Experience practicing ITIL principles (Including Incident, Problem, Change and Configuration Management).

  • Strong culture of delivery & driving operational performance through KPI measurement.

  • Experienced in managing and leading projects.

  • People Manager with strong interpersonal, motivational & communication skills required for coaching and mentoring team members.

  • Advanced troubleshooting skills. The ability to quickly troubleshoot problems of varied complexity with limited data or information resulting in the best solution for the customer.

  • Strong Microsoft Office skills.

  • Ability to effectively break down and communicate complex ideas/problems across teams.

  • Experience of general Windows Server management tasks including patch management and deployment to Server 2016 / 2019.

  • Excellent English communication skills.

Global Benefits

  • Autonomy & Flexibility (Work in Any Way): Be supported with as much flexibility as possible.

  • Bonding Leave: Enjoy paid leave to bond with your new family member.

  • 2 Charitable Days: Contribute to causes you believe in.

  • Reward & Recognition Program: Be rewarded for your success and championing our values.

  • Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.

Why become a Guardian:

  • 🌎 International Environment: Our teams are borderless. Interact, collaborate, discover cultures, and expand your personal network beyond your country.

  • 🧑‍🤝‍🧑 Our Culture : We are nurturing a workplace where everything you do is in harmony with who you are. Where your ideas will always find their way to our leaders, and your contribution recognized.

  • 🕐 Autonomy & Flexibility (Work in Any Way): As a fellow Guardian, you will decide when, how and where you work best. We value results, not working hours.

  • 🕮 Learning: Even though perfection is impossible to reach, we support everyone striving towards it by providing you access to 2 learning platforms. Learn at your own pace, as much and whatever you need.

  • Valuable Experience: Wherever you go, challenges will await you. At Safeguard Global you will find the “right” challenges to hone you into the ultimate professional.

Who we are and what we do:

Safeguard Global is an international company with multiple offices across the globe. We call ourselves Guardians, and there are 2000 of us worldwide.

As a Work in Any Way company ─ which means we let you decide where and how you work ─ we enable over a thousand organizations to hire, onboard, manage and pay employees in over 170 countries.

It's all about the people. First, we hire the best talent from across the globe, thus allowing you to learn about new cultures and interact with many different people worldwide. We also invest in efficient tools and balance a combination of agile technologies, in-depth local market expertise, and excellent service.

For more information about our solutions, visit: www.safeguardglobal.com

Next Steps:

To apply, please click on the following link. We wish you all the best with your application. Should your application meet the requirements of the position we will be in touch.

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At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.