Inventory & Asset Technician Data Center in Frankfurt (m / f / d)

The ServicePoint, comprising five members including the Team Leader, provides local support to the bank’s users in Germany and to the group’s various sites in Europe. Its main mission is to provide assistance, in particular by resolving incidents on site, installing IT equipment and videoconferencing systems, distributing IT equipment, moving equipment, and managing stocks.

As a team leader, you will be responsible for managing a team of helpdesk L2 agents who provide technical support to our user ODDO-BHF. You will ensure that the team meets the quality and performance standards, and that the user ODDO-BHF receive timely and satisfactory solutions to their issues. You will also coach and mentor the team members, and provide feedback and guidance to improve their skills and knowledge.

Responsibilities:

• Supervise and monitor the daily activities of the Servicepoint team, and assign tasks and priorities.
• Ensure that the team adheres to the policies and procedures, and follows the best practices for customer service and technical support.
• Handle escalated and complex issues, and liaise with other departments or external partners when necessary.
• Analyze and report on the team’s performance, and identify areas for improvement and optimization.
• Provide regular and constructive feedback to the team members, and conduct performance appraisals and reviews.
• Train and coach the team members, and facilitate their professional development and career growth.
• Resolve any conflicts or issues within the team, and foster a positive and collaborative work environment.
• The team leader should also be on the ground, be operational given the size of the team.
• Be flexible as travel is required to different locations.

Minimum Requirements:

• Proven experience as a team leader or supervisor in a helpdesk or customer service setting.
• Excellent communication and interpersonal skills, and ability to work with diverse and multicultural teams and customers.
• Strong technical skills and knowledge of the products and services offered by the company, and ability to troubleshoot and resolve technical issues.
• High level of customer orientation and satisfaction, and ability to handle complaints and feedback effectively.
• Good analytical and problem-solving skills, and ability to make sound decisions and judgments.
• Ability to work under pressure and meet deadlines, and to multitask and prioritize in a fast-paced environment.
• Leadership and motivational skills, and ability to inspire and empower the team members.
• Bachelor’s degree in computer science, information technology, or related field, or equivalent work experience.
• Certifications or training in customer service, technical support, or leadership are a plus.

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