Service Desk Team Lead

Job description

·  Job facts

We are looking for you to join Roche and our Services & Solutions Centerin Budapest .

Roche is a stable and innovative biotechnological company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. T his is the reason why we are continuously expanding, looking for new talents and supporting remote working during these unusual times. Your health and safety is of paramount importance to us, therefore we are conducting web-based interviews and our onboarding process is also running in a virtual setup.

What we do:

The Service Desk Operations is focused on delivering professional IT support for our Roche affiliates in the EMEA region and globally as well in cooperation with our service centers in Costa Rica and Malaysia. Our teams consist of English, German, Spanish, Italian, Polish, Russian and French speaking Service Desk Specialists from beginners to highly skilled professionals.

Your day to day responsibilities are:

As an IT Service Desk Team Lead you shape and lead an organization that efficiently and effectively delivers services to End Users aligned with Global Strategic plans. You are also responsible for ensuring the expected quality of new and ongoing supported services on its scope. You ensure that the processes, services, and activities are executed aligned with the defined objectives and strategies. As a Team Lead you account the development and qualification of your team and staff members by a well-balanced approach of mentoring, coaching, supervising and measuring performance.

As a qualified expert , you:

·  Build and shape a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users.
·  Oversee and operate the “what” and the “how” the organization delivers the expectations and defined metrics.
·  Drive for continuous improvement and different ways of doing things.
·  Perform overall Account Management activities with IT Managers in remote countries.
·  Champion Knowledge Management in the organization.
·  Participate in defining and documenting operational procedures; drafting and maintaining technical content for the knowledge database for use of upstream support teams.
·  Provide technical guidance on more complex issues, including global project coordination.

What can you bring to our team:

We are looking for someone who brings at least 3-4 years of broad-ranging experience in a call center-, help desk- or IT desk-side support environment with relevant leadership & management experience with proven track record in running high performance environments in multiple technical and business domains.Furthermore, you have:

· 
Experience in Escalation- and Account Management

· 
Excellent coordination, communication and organisational skills (for a team of 10-12 team members)

· 
Outstanding customer orientation and service focus

· 
Strong interpersonal, strategic thinking, change management, leadership and motivating skills.

· 
University education; preferably in IT related discipline.

In exchange we provide you with:

· 
Development opportunities: free language courses, a wide range of training & learning opportunities, long-term career opportunities, lateral and vertical career moves, exciting projects & assignments, etc.

· 
Excellent benefits: flexibility (home office days after your probation period), competitive salary and cafeteria package, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, Themed Holiday party, people-focused company culture, annual bonus in March, etc.

·  Who we are

The Hungarian Shared Service Centre provides financial, procurement and HR services to support the European and Global Roche subsidiaries and offers exceptional career path for fresh graduates and outstanding professionals.

Roche is an equal opportunity employer.