Team Leader Service Desk
hace 2 días
We are Arval, the leasing company of BNP Paribas Group, with an active fleet of more than 21000 vehícles in Spain. We are more than 900 collaborators and we continue growing.
Nos, we are looking for a Team Leader for our Service Desk
Mission of the position:
Lead the Arval Spain local Support team to deliver quality Desktop and local IT support for the employees, driving performance against the agreed service levels and providing positive user experience. This role is based in Madrid but responsible for delivering desktop support services to users in all Arval Spain locations.
Main Activities and responsabilities
User local support
Provides quality support to the users: records all requests in the service management tool, enriches the documentation and knowledge base, contributes to the continuous improvement of the service level
Manages user equipment, provides support from the onboarding to the off boarding of the users
Is responsible for the coordination of the IT incidents impacting the Spain business, providing appropriate user communication participating in the incidents call if necessary
Maintain productive relationships with appropriate stakeholders both internally and externally
Participate and provide IT support for the delivery of local business initiatives / projects
Team management
Contributes to the production of the team by committing the necessary time
Leads team continuous improvement
Is responsible for the team’s backlog, including continuous improvement items
Acts as a mentor and seeks expertise in his/her discipline
Accompanies team members in developing skills in this discipline
Provides operational reporting of the team work
In liaison with the HR teams, performs management assignments, such as annual evaluation based on feedback collected during the year, training plan for the internal employee, recruitment if needed
Background and Qualifications:
Minimum of 5 years of experience in the IT support role
Business skills:
IT infrastructure
Transversal skills:
Ability to develop others & improve their skills
Analytical ability
Project management
Behavioural skills:
Client focused
Communication skills - Oral & Written
Ability to share / pass on knowledge
Autonomous
Language Skills:
English language (advanced)
Methodologies/Tools/Technologies
MS Windows, HVD, iOS, Active Directory, SCCM, MDM
ITIL methodology, Service management tool (ITSM : Service now)
**PRIMARY LOCATION**
**ES-Community of Madrid**
**JOB TYPE**
**Standard / Permanent**
**JOB**
**INFORMATION TECHNOLOGY**
**EXPERIENCE LEVEL**
**At least 5 years**
**SCHEDULE**
**Full-time**
**REFERENCE**
**4136**
**APPLY**
***
- (REF: 4136)
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