Service Desk Team lead

Berlin, DE

Job Description / Skills Required

Purpose:

Team Lead within a product/supply operations team that acts as a single point of contact for suppliers, partners and related stakeholders. Ensure that Service Desk users receive the right help in a well-timed manner, taking care of both incidents and service requests. A strong customer service mindset is the key to succeeding in this role. Hands-on approach will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies.

Main tasks and responsibilities:

  • Managing team of 2-3 service desk specialists
  • Scheduling of team to maximize coverage
  • Reportings and monitoring of KPI’s
  • Escalation point for service desk specialists 
  • Utilize ticket tracking system to document all support incidents
  • Following up on issues reported, discussing solutions, providing additional details and ensuring fixing
  • Providing and maintaining reports and supporting internal teams on frequent questions and tasks related to providers' integration
  • Updating documentation and related tasks to ensure maintenance of knowledge base
  • 3+ years experience working as a team lead in a customer service / service desk position
  • Problem-solver, curious, eager to learn, team player 
  • Good communication skills to understand and describe problems, discuss solutions and solve problems
  • Customer service management, user focus
  • Ownership and initiative
  • Attention to details 
  • Strong knowledge of Excel, basic knowledge of SQL, service desk tools and data analysis tools
  • Knowledge of API, XML, JSON is a plus

What’s in it for you? #LifeAtOmio

  • A competitive and attractive compensation package
  • A generous pension scheme
  • A diverse team of more than 45 nationalities

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.