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Technical Support Team Lead

vor 3 Monaten

Frankfurt am Main, Hessen, Deutschland ODDO BHF Vollzeit

Key Responsibilities

The ServicePoint, consisting of five team members including the Team Leader, is dedicated to delivering local assistance to the bank's users in Germany and across various European locations. The primary objective is to provide support, particularly through the resolution of on-site incidents, installation of IT equipment and videoconferencing systems, distribution of IT resources, equipment relocation, and inventory management.

As the Team Leader, you will oversee a group of Level 2 helpdesk agents responsible for offering technical support to our users at ODDO-BHF. Your role will involve ensuring that the team meets established quality and performance benchmarks, while also guaranteeing that users receive prompt and effective solutions to their inquiries. You will play a crucial role in coaching and mentoring team members, providing constructive feedback, and enhancing their skills and expertise.

  • Oversee and evaluate the daily operations of the ServicePoint team, delegating tasks and setting priorities.
  • Ensure compliance with company policies and procedures, while promoting best practices in customer service and technical support.
  • Address escalated and complex issues, collaborating with other departments or external partners as necessary.
  • Analyze team performance metrics, identifying opportunities for improvement and optimization.
  • Deliver regular, constructive feedback to team members, conducting performance evaluations and reviews.
  • Facilitate training and coaching for team members, supporting their professional development and career advancement.
  • Resolve conflicts or issues within the team, fostering a positive and collaborative work atmosphere.
  • Maintain an operational presence on the ground, given the size of the team.
  • Be adaptable, as travel to various locations may be required.

Candidate Profile

Requirements

  • Demonstrated experience as a team leader or supervisor in a helpdesk or customer service environment.
  • Exceptional communication and interpersonal abilities, with a capacity to engage with diverse and multicultural teams and clients.
  • Robust technical skills and a thorough understanding of the products and services provided by the company, along with the capability to troubleshoot and resolve technical challenges.
  • Strong customer orientation and satisfaction focus, with the ability to effectively manage complaints and feedback.
  • Solid analytical and problem-solving capabilities, enabling sound decision-making and judgment.
  • Ability to thrive under pressure and meet deadlines, while multitasking and prioritizing in a dynamic environment.
  • Leadership and motivational skills, with the ability to inspire and empower team members.
  • Bachelor's degree in computer science, information technology, or a related field, or equivalent professional experience.
  • Certifications or training in customer service, technical support, or leadership are advantageous.