Ingram Micro Inc.
Service Desk Team Lead (Maternity Cover)
длъжност на пълно работно време

Service Desk Team Lead (Maternity Cover)

София длъжност на пълно работно време

Описание на позицията


Why Ingram Micro?
Business on 6 continents. 28 000 employees worldwide. 1300+ employees in Bulgaria. 50 modern offices. 40+ years of technology and Supply Chain experience. The numbers are impressive but what matters the most is the people. Ingram Micro is a leader in the IT industry because of our diverse and talented workforce.

What you’ll do?

Supervise, manage and motivate team members and oversee day to day operations, providing effective guidance and support
Own and manage escalations and ensure the appropriate actions are taken
Mentor the team on the impact of their role on overall business performance
Drive the team to carry out their required duties, follow up in a timely manner
Act proactively to ensure smooth operation and effective collaboration
Communicate effectively in a wide range of business scenarios at all levels
Communicate process changes in a positive and effective manner
Monitor the team to ensure all information is inputted to the system is accurate
Motivate the team to deliver an excellent customer and colleague experience along with delivering successful outcomes
Act as first point of contact for team members, answering questions and helping with problems
Act as first point of contact for customer escalations and proactively manage, monitor and communicate resolution
Monitor and assess team performance and provide Management reports
Identify knowledge gaps and oversee delivery of training
Maintain appropriate staff levels to ensure optimum business performance by managing the shift rota
Ensure team adherence to corporate and internal processes and policies
Assist with the recruitment and hiring process

What you’ll bring:

High School Diploma or equivalent experience required.
Minimum 5 years functional experience including a minimum of 3 years specific experience and 1 year of leadership experience.
Experience in a Customer Service environment
Proficient in English (Spoken and Written)
Understanding of the IT Channel, and the Reseller & End User relationship
Successful track record of having worked in a Customer Service environment
Working in a supervisory capacity
Previous experience within communication platforms
Excellent communication and time management skills
Leadership skills and flexible approach

What you’ll receive:
Apart from great parties, team spirit and a positive mindset, we also have:

Competitive salary & Bonus system
Additional health insurance
Food vouchers & Transport Allowance
Well-being Program & Multisport card
Referral and baby bonus
Paid holiday days increasing in time.
Language courses
Free access to LinkedIn Learning Platform
Great career growth and development opportunities
Hybrid type of work
Modern office space with free coffee and hot beverages
Company discounts
Recognition awards

We promise our recruitment process is not scary. It is even fully remote. Apply now!

#LI-RG1 #IngramMicroBulgaria

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