Europe-Based Team Lead & Trainer: Front Office Tech Support

Keoni; Paris; Hybrid; EUR 42,000 - 60,000; Full time

Job summary

Keoni is seeking a Team Leader & Trainer for Front Office technicians to drive training programs, develop materials, and maintain knowledge bases in ServiceNow. The role emphasizes incident handling quality, customer service culture, and proactive support during peak periods.

You will work with ITIL processes, ensure knowledge base accuracy, and coach technicians to improve first-contact resolution and ticket quality across European operations.

Qualifications

• Experience leading training for frontline technicians.
• Ability to create and maintain training materials.
• Strong written and verbal communication skills.
• Familiarity with ITIL processes and ServiceNow.

Responsibilities

• Training manager for Front Office technicians with diverse profiles, delivering training and creating materials.
• Raise technician awareness of incident handling and customer service culture.
• Maintain knowledge base and input templates in ServiceNow.
• Evaluate service quality in handling user requests and ticket content.
• Serve as the main contact for Front Office technicians to improve resolution rate.
• Analyze incidents to propose process improvements and instructions.
• Participate in major incidents by alerting the control tower and issuing guidance.
• Provide peak-period coverage to maintain technical expertise.
• Demonstrate strong knowledge of IT work environment and ITIL/ServiceNow familiarity.

Skills

Training management

Communication skills

ITIL familiarity

ServiceNow knowledge

Tools

ServiceNow

Job description

Keoni is seeking a Team Leader & Trainer for Front Office technicians to drive training programs, develop materials, and maintain knowledge bases in ServiceNow. The role emphasizes incident handling quality, customer service culture, and proactive support during peak periods.

You will work with ITIL processes, ensure knowledge base accuracy, and coach technicians to improve first-contact resolution and ticket quality across European operations.