Service Delivery Team lead

Red Global are working with a key client to hire a Service Delivery Team Lead. This role will be a full-time, permanent engagement to hire a German-speaking Senior Team Lead to help support their IT support team deliver high quality service. This role will be a fully on-site role, requiring 5 days per week on-site at their Vienna office.

Required skills/Experience:

• At least 3-5 years of experience in a comparable management position in IT support.
• Sound experience in leading teams and escalation management.
• In-depth knowledge of Microsoft Windows operating systems and Microsoft Office/365 (including Exchange, Teams, SharePoint and Intune).
• Experience in implementing and optimising CRM/ERP/WMS systems.
• Knowledge of network services such as DNS and DHCP as well as VoIP, PBX and 3CX.
• German Speaking

Tasks:

• Lead and motivate a team of IT support staff to ensure high quality support.
• Handle complex requests as an escalation point and collaborate with global IT teams and senior stakeholders.
• Ensuring proper processing and escalation of incidents and service requests.
• Develop and train the team to improve processes and ensure compliance with internal standards.
• Responsible for monitoring and reporting team performance to relevant stakeholders.
• Co-design and implementation of strategies to improve IT service quality.
• Assist in implementing new technologies and tools into support processes.
• Maintaining a strong customer focus and building sustainable relationships with internal and external stakeholders.
• Practical experience in implementing ITIL or comparable processes.

This role cannot offer VISA sponsorship. Please do not apply if you do not have full right to work in Austria.

For more information please apply below