TEAM LEADER & TRAINER FOR SUPPORT TECHNICIANS

Keoni; Paris; Hybrid; EUR 42,000 - 62,000; Full time

Job summary

Keoni Europe seeks a Team Leader & Trainer for Support Technicians to guide Front Office staff in incident handling and service quality. You will develop training materials, manage assessments, and monitor ticket quality to ensure consistent customer support.

In this role, you will maintain the knowledge base in ServiceNow, serve as the primary contact for technicians, and drive continuous improvements in processes and communications. Strong ITIL knowledge and teaching ability are essential.

Qualifications

• Strong writing and teaching skills.
• Familiarity with ITIL processes and ServiceNow.
• Knowledge of Windows, email, Office suite and browsers.

Responsibilities

• Training Front Office technicians with diverse profiles.
• Create and maintain training materials including booklets and assessment quizzes.
• Raise technician awareness of high-quality incident/request handling and customer service culture.
• Maintain knowledge base and input templates in ServiceNow.
• Evaluate ticket information quality and incident handling to identify improvements.
• Support Front Office technicians during peak periods and incidents; act as contact point to improve resolution rate.

Skills

Training management

Front Office

ITIL

ServiceNow

Knowledge management

Incident analysis

Teaching skills

Tools

ServiceNow

Job description

# TEAM LEADER & TRAINER FOR SUPPORT TECHNICIANS* TEAM LEADER & TRAINER FOR SUPPORT TECHNICIANSRESPONSIBILITIES: Training manager for Front Office technicians with diverse profiles. This includes delivering training and creating/maintaining training materials (training booklet, assessment quizzes, skills matrix). Raising technician awareness of the importance of high-quality incident/request handling and instilling a customer service culture. Ensuring the operational maintenance of the knowledge base and input templates available to technicians in the ServiceNow tool. Challenging the quality of service provided by technicians in two main areas: • Handling user requests: reception, demeanor, use of tools, knowledge bases, and diagnostics (dual call monitoring, other methods) • The quality of information transcribed in tickets: through dual call monitoring, call picking, and sharing with support groups to identify difficulties and areas for improvement. Serving as the point of contact for Front Office technicians to support them in handling calls and thus increase the immediate resolution rate. Analyze individual incidents to propose/adapt processes, knowledge, instructions, etc. Actively participate in managing major incidents by alerting the control tower, posting an ACD message, and transmitting instructions to the technicians. Provide support to the Front Office technicians by handling calls during peak activity periods, unexpected staff absences, and to maintain your level of technical expertise within the scope of responsibility.Knowledge of the IT work environment (Windows, email, Office suite, browsers, etc.). Strong writing and teaching skills. Familiarity with ITIL processes and the ServicesNow tool.**Work location:** Europe