Managing the performance of the team
Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners / suppliers.
Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
Performance management, coaching and development of the individual team members
Develop and maintain professional credible relationships with key stakeholders, including relevant third parties and strategic suppliers
Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities;
Proficiency in English language
At least 1-2 years of experience on a Team Lead's position
Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
Excellent organizational skills, demonstrable experience in managing projects to deadline
Demonstrable experience in people management, coaching, and development
WE OFFER :
Permanent unlimited contract
5th week of leave
Modern offices in the center of Brno, 2nd largest city of Czech Republic
Initial Accommodation - 2 weeks accommodation provided by the company on joining
Living in the Czech Republic has many advantages including affordable, low-cost living, a very good infrastructure, proximity to other European locations, as well as an interesting history and culture and beautiful nature.
Brno is a truly international city with inhabitants and visitors from all over the world and there is no requirement to speak Czech!
Infosys (Czech Republic) Limited s.r.o.
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