Service Desk Team Leader

Position: Service Desk Team Leader

Location: Belgrade, SRB

Position Summary & Key Areas of Responsibility 

• Supports Supervisor in all Supervisory duties 

• Position works in a high volume, short cycle duration environment serving as the primary interface to internal and external customers and/or their agents  

• Troubleshoots undocumented problems 

• Conducts service audits 

• Position is dedicated to Call Management operations and/or request for escalation 

• Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team 

• Serves as a Subject Matter Expert for Incident Management processes 

• Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met 

• Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity 

• Ensures and enables assigned team in meeting Service Level Agreements 

• Position is responsible for overall Incident Management system implementation and management 

• Establish procedures for system maintenance, backup, testing, and daily operations 

• Database creation, maintenance, and integrity 

• Authors and edits user documentation, procedures, and instructions 

• Coordination of testing for new devices, incident handling procedures, etc. for certification before implementation in live environment 

• May be requested to work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service 

• Receive and document service request and customer information; Ensure customer entitlement; Gather problem information and determine criticality;  

• Follow tools, process and procedures as documented and posted in relevant databases (OKM, SharePoint etc) 

• Suggest ways and means to motivate / improve assigned team's performance 

• Communicate with the Account support teams 

• Contribute as a team member 

• Participate in management, team meetings and activities 

• Participate in objective setting, performance management, reward and recognition programs 

• Participate in special projects to continuously improve processes, tools, systems and organization 

• Research and analyze operational effectiveness through interviews and metrics and provide input to management team 

• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. 

• Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.   

• Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.  

• Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved. 

• Writes, speaks, listens, and presents information effectively and persuasively.   

• Provides feedback to associates through verbal and/or written mediums. 

• Other duties may be assigned.  Incumbent is responsible to attend all company mandated/recommended training courses. 

Basic Qualifications  

• Outstanding communication and interpersonal abilities, with a strong focus on clarity, empathy, and collaboration

•  Exceptional organizational skills, with the ability to manage multiple tasks and priorities effectively

• Solid technical knowledge, with a proactive approach to learning and applying new tools and systems

• Advanced proficiency in Microsoft Excel and PowerPoint, including data analysis and presentation design

•  Excellent verbal and written communication skills, with attention to tone, accuracy, and audience needs

• Strong sense of urgency, with the ability to respond quickly and efficiently in dynamic environments

• High level of computer literacy, including keyboard proficiency and fluency in Windows-based applications and tools

• Analytical mindset and problem-solving capabilities, with a focus on identifying root causes and implementing solutions

• Relationship-building skills, with a commitment to fostering trust and long-term engagement

•  Italian language proficiency is a plus, but not required