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IT Service Desk Team Leader
Bucharest
Job No. 12484374
Full-time - Hybrid
Job Description
Key Responsibilities:
- Manage delivery for IT production systems and services
- Drive incident, issue and outage management, investigation and restoration
- Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance
- Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes
- Support infrastructure operations
- Operate IT production services according to management protocols and Service Level Agreements (SLAs) Support/lead the infrastructure Service Management lifecycle, ensuring client satisfaction and management of risk to services
- Provide operational support, ensuring production systems and devices are online and available
- Availability for working in shifts
- Professional use of English language (C1 - C2)
Qualifications
Provide team leadership and coaching:
- At least 2 years of experience in people management and team management
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Provide the team with a vision of the project objectives
- Motivate and inspire team members
- Lead by setting a good example (role model) – behavior consistent with words
- Coach and help develop team members; help resolve dysfunctional behavior
- Facilitate problem solving and collaboration
- Strive for team consensus and win-win agreements
- Ensure discussions and decisions lead toward closure
- Maintain healthy group dynamics
- Intervene when necessary to aid the group in resolving issues
- Assure that the team members have the necessary education and training to effectively participate on the team
- Encourage creativity, risk-taking, and constant improvement
- Recognize and celebrate team and team member accomplishments and exceptional performance
Focus the team on the tasks at hand or the internal and external customer requirements:
- Coordinate with internal and external customers as necessary
- Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
- Assure that the team addresses all relevant issues within the specifications and various standards
- Provide necessary business information
- Serve as meeting manager or chairman
- Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel
- Ensure deliverables are prepared to satisfy the project requirements, cost and schedule
- Help keep the team focused and on track
