Team Lead | Teletrabajo

GOSP - Generali Operations Service Platform; Madrid; A distancia; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading operational service platform in Madrid is seeking a User Help Desk – Team Leader. You will lead a team providing IT support services, ensuring user satisfaction and managing external providers. Ideal candidates are university graduates in Computer Science with at least 3 years of experience and strong communication skills. This role offers a flexible schedule, a comprehensive benefits package, and opportunities for professional development.

Servicios

Stability with an indefinite contract

Flexible work schedule

Health insurance for you and your family

Pension plan

30 working days of vacation

Continuous training opportunities

Formación

• At least 3 years of working experience in a similar position.
• Spanish and English working proficiency; other languages are a plus.

Responsabilidades

• Lead the UHD employees and promote their qualification and development.
• Ensure user satisfaction with IT support services.
• Manage external service providers and corresponding contracts.

Conocimientos

Service orientation

Stress resistance

Communication skills

Analytical thinking

Educación

University graduate in Computer Science or comparable field

Descripción del empleo

Nice to see you here!!

As you know on July 1, the first major step towards a more agile, specialized and innovative management model was formalized. A model designed to better respond to the technological challenges of the Group, our customers, agents and employees.

We are excited to announce an open position at GOSP. We are seeking a highly motivated and skilled individual to join our dynamic team in Spain. We tell you a little more about

GOSP

GOSP

• Generali Operations Service Platform has the purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 7 branches across Europe and employs about 1.200 people.

Our team in Spain integrates the experience of our professionals and reinforces our commitment to technology, innovation and efficiency.

This is a fantastic opportunity to grow your career and make a significant impact within our organization.

Would you join us?

User Help Desk – Team Leader

~ Workplace - User Help Desk Spain

The UHD team leader will report to the Workplace Manager in Spain, working in an international team and taking care of the implementation and excellent service to the users of our services in Spain. He will be in charge of the coordination of an internal team and the management and control of external suppliers.

Benefits

• We offer you stability from day one, with an indefinite contract, so you can concentrate in what motivates you.
• Our schedule is flexible and you will have the possibility of working more than 50% of the day in remote.
• You will enjoy an extra remuneration package as our model includes health insurance for you and your family, pension plan, and financial assistance for food;
• You can also request flexible remuneration to access other services such as childcare, transport card or training grants.
• You will have up to 30 working days of vacation to disconnect and return with your batteries charged (including holidays, days of free disposal and corporate holidays).
• head office, in Spain, is in Barcelona, although we also have offices in Bilbao and Madrid. In addition, if you work at the headquarters in Madrid and Barcelona, you will have a gym where you can
• You will participate in an international and transversal environment with the possibility of working in projects with different teams and countries.
• We care about your development and that is why we have an interesting package of Continuous training, to help you give a boost to your professional career

Key Responsibilities

• You will lead the employees of the User Help Desk (UHD) and promote their qualification and further development
• Responsible for the provision of services within the UHD and thus essentially for the quality of workplace services for our customers
• Competent contact person for our customers in questions of service quality and the implementation of service requirements
• Responsible for the development, control and evaluation of key performance indicators (DL contract, customer SLA)
• Ensuring user satisfaction with IT support services is an essential part of your job
• They shape the strategic orientation of UHD and further develop the sourcing strategy
• Manage our external service providers and the corresponding contracts
• You will systematically develop the automation of service processes (chat / voicebot) and thus continuously increase the self-service rate
• You will be responsible for ensuring SLA compliance with our customers as well as monitoring the service provider SLA
• They create the framework conditions for the implementation of projects and innovation measures
• Responsible for planning and controlling the budget during the year as well as compliance with performance and quantity agreements as part of cost and service allocation

Requirements

• University graduate in Computer Science or comparable field.
• At least 3 year working experience in similar position.
• Spanish and English working proficiency. Other languages is a plus.

Soft Skills

• Strong service and customer orientation and enjoy dealing with customers;
• You have a high level of commitment and stress resistance;
• Solution-oriented professional and characterized by a willingness to cooperate,
• Ability to work in a team, managing different aspects / concepts simultaneously.
• Strong communication skills;
• High attention to detail and ability to produce high quality deliverables within tight timescales;
• Proactivity and adaptability;
• Analytical and critical thinking;
• Strong motivation.