German Speaking 2nd Line Support Team Leader

£55,000 | Hatfield | Permanent


Posted 22 days ago


German Speaking 2nd Line Team Leader, to join a large international IT company, managing a team of 7 people spilt across UK and Germany, candidates must be fluent German speaking, there will be travel between the UK and Germany and this will be decided by the successful candidate.

The client is a Microsoft based technology user, and previous experience with Microsoft is desirable.

The 2nd Line Team Leader will be responsible for:
- Provide direction and support for the team, also motivate and lead the team
- To manage a team of Workplace 2nd line technical Analysts
- To manage and plan resource for holidays, absence etc. ensuring sufficient resource is available to maintain Service Levels
- Monitor call queues and allocate calls to the team
- Acts as a point of escalation for customer and team issues, identifies and implements service improvement initiatives
- Responsible for the monitoring and performance of the team. Resolve staff performance issues
- Produce a monthly highlight report and KPI´s on the team activities
- Takes ownership of issues, escalating as necessary using the agreed escalation processes
- To be a point of reference for all technical matters
- Recommend service improvement activities and assist in their deployment.
- Be available to deal with user and customer enquiries and escalations
- Effectively use all technologies required in the day to day delivery of the support function including tool suite.
- Proactively contribution towards working practices which will improve customer satisfaction and the quality of service delivery, Monitor and manage all System/Application support queues ensuring that quality and SLA targets are achieved.
- Deputise for team members and undertake ad hoc projects as agreed with the IS Management team. Establish a thorough working knowledge of IS service provision agreements.
- Implement and Maintain applicable system and process documentation

Knowledge & Key Skills
- Team Leadership and team working skills
- Demonstrable experience and knowledge in the IT industry
- Good communication skills, good interpersonal skills, excellent organisational and administrative skills
- Ability to prioritise workloads and delegate effectively
- Good understanding of the IT industry's best business practices and procedures
- Good technical knowledge of the main IT platforms, methods and applications Understanding of Project Management lifecycle
- A high level understanding of the business areas supported by several different systems e.g. managed services, sap modules etc.
- Fluent English and German language skills
- Educated to degree level or equivalent
- Planning for Information Systems
- Customer Relations
- Quality Management
- Techniques for Business Process Improvement
- Commercial and Business Practice
- Risk Analysis Methods, Techniques and Tools

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.