обновлено 5 дней назад
Team Lead Global Service Desk (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Lead Global Service Desk (ITSM): Building and leading a global IT service desk team from the ground up with an accent on people leadership, operational excellence, service coverage, and customer satisfaction. Focus on establishing ITSM processes, managing escalations and KPIs, coordinating global support resources, and implementing continuous improvements from operational metrics and feedback.
Location: Érd, Hungary; hybrid setup with 60% home office possibility and regular collaboration visits to headquarters.
Company
Hungary is an automotive research and development center focused on powertrain systems, software development, simulation, testing, calibration, and production planning.
What you will do
- Build, lead, coach, and continuously develop a global IT service desk team.
- Establish operational structures and ensure efficient service coverage through resource planning, staff allocation, and fluctuation management.
- Support onboarding and integration while coordinating knowledge transfer from other support units.
- Collaborate with global teams, external service providers, and business partners.
- Manage escalations and stakeholder expectations while delivering services against defined KPIs and quality standards.
- Identify and implement service improvements based on performance metrics, feedback, and operational insights.
Requirements
- Several years of experience operating or managing an IT service desk, including experience at Team Lead level.
- Strong leadership, communication, customer focus, and service orientation.
- Experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms.
- English and German knowledge required.
- Regular collaboration visits to headquarters are part of the role.
Nice to have
- ITIL certification beyond Foundation level.
- Experience creating and managing shift schedules.
Culture & Benefits
- Permanent employment in an international R&D environment.
- Flexible working time and home office possibility up to 60%.
- Group accident insurance and private medical insurance.
- International projects, business trips, and travel reimbursement.
- Relaxation and fitness room, plus a café and restaurant in the office building.
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