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IT Customer Support Team Lead
vor 2 Monaten
About the Role
Bruker is a leading analytical instrumentation company that enables scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. As an IT Manager, Customer Service Center, you will play a crucial role in driving the company's success by leading a team of IT Service Engineers and ensuring the delivery of high-quality IT services to customers.
Key Responsibilities
- Manage and develop a team of IT Service Engineers to deliver exceptional customer service and support.
- Identify and implement process improvements to enhance team efficiency and customer satisfaction.
- Continuously monitor and improve systems, tools, and processes to ensure high efficiency and customer satisfaction.
- Coordinate consulting and provisioning of IT services to Bruker employees in accordance with ITIL standards.
- Provision and operate IT end devices and services.
- Implement and optimize service and support processes.
- Monitor daily workloads and adjust to ensure adequate coverage and correct procedures are followed.
- Coach, develop, and mentor customer support personnel to ensure customers receive prompt, accurate, and friendly service.
Requirements
- Minimum Bachelor's degree in a relevant field, such as Computer Science, Computer Engineering, Information Technology, or Information Systems.
- Proven experience in managing and leading global IT teams.
- Ability to inspire, motivate, and mentor team members for high performance.
- Demonstrated expertise in identifying system and workflow improvements.
- Familiarity with IT service management (ITSM) tools for monitoring and improvement.
- Proficiency in measuring and analyzing customer feedback and translating it into actionable improvements.
- Experience in implementing process enhancements to boost team efficiency and customer satisfaction.
- In-depth experience with ITIL standards and practices and experience in coordinating IT services according to ITIL principles would be a strong asset.
- Fluency in English and German on B1/B2 level.
