Team Lead Field Support

InfoCare Service AB erbjuder dig goda karriärmöjligheter och spännande uppdrag inom områden som installation, driftsättning och teknisk support.

Vi är Nordens ledande, oberoende tjänsteleverantör och i Sverige har vi kontor på 24 orter där våra konsulter och tekniker dygnet runt och året om ser till att våra kunder, små som stora, har fungerande och lönsamma IT-system. Våra största kunder återfinns hos allt från dagligvaruhandeln till myndigheter från norr till söder. Nu växer vi ytterligare och söker ännu fler, engagerade kollegor.

Experience:

• Associate degree with 6-8 years of experience in managing IT end-users’ support scope
• Strong background of proven success in IT end-user services
• Minimum of 2 years of prior management experience of 1st and 2nd level desktop / network support team
• Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support
• Demonstrated experience in terms of managing the end-user services delivery as per ITIL principles

Skills:

• Analysis & Problem Solving, Planning/Organizing/Work Management
• Project Coordination / Management, Strong oral and written communications
• Ability to effectively communicate and collaborate with several levels of the customer’s organization

Responsibilities:

• Manage a team of 25-30 Field IT engineers from 2-3 different suppliers in different customer locations spread across various countries and time zones
• Ensure that the incident & service requests are getting assigned to the right resolver groups based on the locations and the tickets are resolved within the agreed SLA/KPIs and results in the desired CSAT levels
• Coach the Field IT engineers and ensure that all are equally knowledged on end-user support scope
• Follow-up with Field IT engineers for the backlogs, DSATs, customer escalations related to resolution, etc.,
• Coordinate and track the usage of vehicles related to the logistics
• SPOC for resolving any conflicts between resources from different suppliers by playing a neutral role
• Prepare presentations on ticket volume, SLA performance and other metrics as per customer needs
• Coordinate on the on-demand dispatch tickets from the resolution perspective and track the financials part of the same
• Establish routine connects with regional IT Managers on topics related to Volumetrics, Customer experience, Issues and Challenges
• Stack-rank the performance of the Field IT engineers and have periodic discussions with each individual to address the gaps
• Ensure that knowledge documents and SOPs available for each topic and the document is updated to reflect the recent changes
• Financial management for the end-users’ scope of services

Soft skills:

• Excellent communication skills, both written and verbal in Swedish (native) and English
• Humble approach towards both duties at hand and colleagues
• Good troubleshooting skills
• Can perform under stressful situations
• Strong coordination skills

Certifications:

• ITIL Foundation
• Industry standard technical certifications

Project Management certification preferred