German-speaking SD - Team Leader for Night shift
Hybrid
Core
Team Coordinator supporting the Service Desk Supervisor to improve team performance, technical knowledge, and service quality while acting as a senior point of contact for agents.
Role type
Senior Service Desk Team Leader / Team Coordinator
Builds
Service desk operations and agent performance
Domain
IT Service Management / Customer Support
Deliverable
dashboards & analysis
Required skills
English communication, German communication, Avaya systems, ticketing tools, ITIL knowledge, MS Excel
Preferred skills
ITIL certification
Responsibilities
Monitor call/ticket quality and analyze performance, Provide coaching and mentoring to agents, Handle escalations and advanced technical support, Monitor queues and SLAs, Contribute to process improvements and knowledge base updates, Collaborate with teams in meetings