col-wideJob Description:
SUPPORT OUR GROWTH PLANSAS OUR NEXT SERVICE DESK TEAM LEAD
We are a niche ERP software vendor dedicated to delivering innovative, high-quality solutions that empower our customers to streamline their operations and drive growth. Our product suite spans modern and legacy technologies, and we are embarking on an ambitious development modernization program to update our tooling, processes, and development methodologies.
We are seeking a visionary Service Desk Team Lead to oversee a team of customer support representatives who provide assistance to users of Iptor's Infrastructure and software products and services.
WHAT AWAITS YOU AT IPTOR:
Professional Development:We're committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
Flexible Work arrangements:Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone's contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.
Get a full overview at:Careers - Iptor
YOUR HELP AND CONTRIBUTIONSTO OUR JOURNEY
Team Management
Leading and managing a team of customer support representatives.
Hiring, training and development, expense review, time-reporting accuracy, and performance management.
Technical Support
Providing technical expertise and guidance to team members to help them resolve the complex issues and inquiries related to the software product.
Customer Interaction
Interacting with customers directly to handle escalated issues.
Gather feedback, and ensure high level of customer satisfaction.
Incident Response Coordination and Analysis
Coordinate the response to incidents by ensuring that the appropriate resources, such as personnel, tools, and documentation, are available to address and resolve the issue promptly.
Lead or participate in post-incident reviews to understand the root cause of the incident, identify contributing factors, and recommend preventive measures to avoid similar incidents in the future. This may involve conducting forensic analysis, reviewing logs, and collaborating with other teams.
Process Improvement
Continuously improving Global Customer Support processes and procedures to enhance efficiency, effectiveness, resilience in responding to customer incidents and customer experience.
Monitoring key performance metrics such as response time, resolution time, customer satisfaction scores, and ticket volume to ensure team goals are met.
YOU STAND OUT FROM THE CROWDIF YOU HAVE
To be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:
Proven experience in customer service management, with a track record of successfully leading teams and driving results.
In-depth knowledge of ITIL's framework and Incident Management processes.
Knowledge of customer support technologies, such as ticketing systems, cloud call centers and AI tools and plugins.
General IT skills especially within Microsoft 365 and Service Desk tools.
Excellent verbal and written communications skills inEnglish.
It is a plus, if you have:
Basic knowledge of the standard functionality of ERP solutions.
Basic understanding of financial reporting and forecasting.
Inclusion and Diversity
At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual's contributions are celebrated and respected. Join us in creating an environment where each individual's unique contributions shape our success.
RECRUITER
Selina Pereira
Talent Acquisition specialist