Technical Support Team Leader

Is technology your passion?

Are professionalism and service orientation self-evident?

Wonderful! If you are looking for a creative and international team, working on the latest state-of-the-art technologies (cloud computing) for a well-known and respected customer, we should get to know each other.

For our client, European Union (EU) institutions, we are looking for a

Technical Support Team Leader

Your tasks:

• You are the direct contact with the customer, acting as a single point of contact (SPOC) for all participating European Union (EU) agencies.

• You are part of, and manage a local team of first level technical support specialists providing private/public cloud hosting and infrastructure support services, securing the highest operational standards in customer service.

• You report to the IT Operations Manager and represent the L1 Managed Services team within the support organization including internal teams, external partners and 3rd party suppliers.

• Supervises and coordinates daily/weekly activities, resource allocation and operations. Leads the administration part of the Support team (call-plan, vacation, etc.).

• Develop people and take action to keep the employees engaged, motivated and highly productive. Proactively recognize and resolve conflicts and people issues as they arise.

• Involved in the recruitment process of new team members. Actively provide necessary on-the-job coaching to prepare the team to consistently meet or exceed customer expectations.

• Encourage teamwork and sharing of best practices and technical knowledge within the organization.

• Develop excellent working relationships with teams in the organization and customer services teams.

• Process manager for operational processes: Incident management, Event management, request fulfillment, problem management

• Creation and maintenance of the procedural and technical documentation (knowledge base)

• You will work in shifts, with night and weekend stand-by support (on-call)

Your profile:

• Advanced ITIL Knowledge and experience is mandatory

• Relevant experience in managing technical support teams, including coaching and mentoring, 1:1s, and performance reviews

• Strong leadership skills with 3 years of experience in an IT Team Leader position

• Excellent problem solving skills and process focused thinking

• Ability to work in a complex organization with multiple entities (3rd party suppliers, partners etc.) and stakeholders

• Strong ability to build cross-functional relationships and to manage stakeholders

• Strong ability to manage conflicting priorities and to multi-task

• Team player, customer-focused and results oriented

• Basic knowledge of Cloud technologies (VMWare , AWS/Azure)

• Basic Knowledge of MS infrastructure services (Active Directory, Exchange, Sharepoint) and familiar with monitoring systems

• Basic knowledge about networking, VPNs, Cloud Services

• Experience and knowledge of ITSM systems

• Quick understanding and willingness to learn new technical topics

• High self-initiative, innovative

• Excellent communication skills as well as pronounced customer, service and quality orientation

• Excellent Business English language skills

Interested?

We offer:

• Competitive remuneration package
• Meal tickets
• Private medical services
• Private pension program
• Monthly budget for transportation, sports, healthcare
• Extensive training and certifications on required technologies