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Location: 

Riga, LV

Category:  Global Business Service Jobs

IT Service Desk Team Lead (temporary position)

Why are we proud of what we do at allnex? We create coatings, products which help protect the world for all nex>t generations – and that’s exactly what you can do joining us!

Imagine how fast your smartphone would become scratched-up, ugly and unusable without a coating. Or an e-bike, the cabin of a train, a beautiful wooden floor, and countless other things in life.

 

Making objects and their surfaces more attractive and longer-lasting means making them more sustainable, and that’s a huge part of what working at allnex is about. No matter which role you step into, you’ll become part of a global team of passionate people who care deeply about the chemistry, quality, and global impact of coatings.

You’ll also join a highly multicultural and diverse team of more than 4,000 employees in four regions who – as part of one of the world’s leading coating resins companies – serve customers in over 100 countries across the globe.

 

Click here to learn more about how we can make an impact together!
For a sneak peek into life at allnex, don’t miss our Operator Movie!

 

Position overview

The IT Service Desk Lead oversees the service desk team, ensuring timely resolution of user tickets and maintaining high levels of customer satisfaction.  This critical role will lead the service desk team for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers. 

In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice to the IT uses.  A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

Responsibilities

  • Lead a global service desk team, ensuring timely resolution of user tickets and maintaining high levels of customer satisfaction;
  • Identifying and pursuing service improvement initiatives; and often service as the face, or voice to the IT users;
  • Process Improvement: Drive continuous improvement and optimize workflows;
  • User-Centric Approach: Prioritize user needs and strive for first-call resolution;
  • As our IT Service Desk Lead, you’ll be the captain of our support ship. Your mission? To steer our service desk crew toward excellence.

Required skills and experience

  • Education preferably  with the fields of IT incomputer science or information science;
  • Minimum of 3 to 4 - years end-user support experience;
  • Minimally 2-year experience in leading a team;
  • Strong verbal and written communication skills in English;
  • Good knowledge in ITSM tool such as ServiceNow or its equivalent, O365 and Power BI would be added advantage;
  • Independent manner, as well as integrate well into a team;
  • Good communication skills both verbal and written;
  • Good analytical and problem-solving skills, entrepreneurial attitude, sense of responsibility;
  • Basic entrepreneurial skills and takes initiative.

We offer

  • Monthly gross salary 2200 - 2400 EUR/gross, depending on skills and experience;
  • Partially working from home option;
  • Transportation allowance;
  • Health, accident and critical illness insurance;
  • Annual bonus program and special recognition awards;
  • Excellent working conditions in modern environment;
  • An international exposure in a cross-cultural community;
  • Training, great opportunities to grow and develop your career nationally and internationally;
  • Companys social events;
  • Birthday holiday.

Equal Employment Opportunity
allnex is proud to be an equal opportunity employer. We celebrate diversity and are committed to an environment where all colleagues contribute for the benefit of our employees, our products, and our communities.

Find out how you can make an impact!
Check out our careers page for available opportunities. We look forward to hearing from you.

www.allnex.com

 


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