Operations

Team Lead Service Desk/Dispatcher

Job-ID: 9686
  • USA - Houston, TX
  • Professionals
  • Full-time
Your contact Sima Niro

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Your Tasks

JOB PURPOSE:

 

To have formal responsibility of supervising a group of employees, delegating tasks, controlling workloads, assessing performance and reporting on developments. To work closely with Hemmersbach management, local and central teams to ensure compliance with all levels of company activities including new requirements, daily activities – with internal stakeholders. To ensure that the Hemmersbach Service Delivery Code (SDC) is followed and to break the company’s annual BIG THREE goals down into realizable tasks, which are incorporated into the team’s daily routine.

 

Our Requirements

 

MAIN DUTIES AND RESPONSIBILITIES:

 

Business

·       Support in establishing decisions that help the company achieve its objectives.

·       Organise and delegate the employee’s workload as well as monitoring and guiding them to make sure the work is done correctly.

·       Plan resources cost effectively.

·       Manage day-to-day planning, implementation and problem-solving to ensure the team achieves the daily goals.

·       Work closely with other departments within the project structure

 

Customer Satisfaction

·       Help to ensure that Hemmersbach delivers a high level of internal and external customer satisfaction, which also meets the business goals and leads to target Net Promoter Score (NPS) rates.

 

People Management

·       Assign trainings to ensure the team delivers the needed performance.

·       Help to keep staff motivated and maintain a comfortable and conducive working environment so that the business can run smoothly.

·       Coach team members and give feedback to improve their performance based on the Categorization procedure.

·       Plan resources effectively around annual leave and unplanned absences to ensure operational and contractual Key Performance Indicators (KPIs) / Service Level Agreements (SLAs) are met.

 

Reporting and Communication

·       Represent the communication link between team members and Management.

·       Communicate information to the team and forward information up the line in a timely manner.

·       Work closely with team members to resolve problems and report as required on performance, issues and resolutions.

·       Communicate the company’s mission and objectives to the team, ensuring that everybody understands their individual roles and responsibilities.

·       Responsible for creating an atmosphere of trust and open communication by improving team spirit.

·       Communicate effectively with colleagues and peers of all levels throughout the organisation.

·       Justify and articulate practices, policies and procedures clearly and concisely.

·       Ensure documents are written clearly and to a high standard and are easy to understand.

 

Quality

·       Submit ideas to increase the productivity of the team.

·       Track and submit the team’s solutions for identifying development opportunities.

Your Benefits

  • Free access to HP Certification Training
  • A highly regarded team member within an exponentially growing international IT companyexciting projects and challenges daily and with autonomy
  • Team Spirit: strong team spirit and a great working atmosphere in a friendly team
  • Direct and informal communication even at management level
  • Career Opportunities: Great possibilities for professional, personal and language training
  • Buddy programme to make sure you have an amazing start, a welcome pack included
  • A support package that includes: medical coverage, Dental & Vision coverage, Life Insurance, Short & Long Term disability insurance, 401K, PTO.                

A company that is not only continuously commercially successful but also provides a sense of purpose

  • Rhino-force.org: Our environmental protection organization protecting one of the most endangered species on this planet.
  • Kids-family.org: We take care of children that grow up without their parents in Poland and India. We don’t just give them shelters. We turn their shelters into homes.
ID: 9686 Team Lead Service Desk/Dispatcher USA / Houston, TX
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