Gruppenleiter (m/w/d) Second Level Support Service
Core
Leading a team providing telephone and written second-level support services, ensuring service quality and availability during defined hours.
Role type
Team Lead / Second Level Support Manager
Builds
Second Level Support services for customers
Domain
IT Support / Customer Service
Required skills
Team leadership, KPI management (FCR, Service Level, Availability), Process optimization, Coaching, Stakeholder communication, MS Office, CRM/Ticket systems
Preferred skills
Analytical thinking, Organizational skills, Customer orientation, Conflict resolution
Responsibilities
Manage team performance via KPIs, Coach and develop team members, Handle escalations, Communicate with internal departments, Optimize support processes, Conduct team meetings and performance reviews, Participate in operational tasks during peak times
Seniority
Mid-level, hands-on manager