TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2

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

# TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2* TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2RESPONSIBILITIES: 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 relevant instructions to technicians. Provide support to 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 written and verbal communication skills. Familiarity with ITIL processes and the ServicesNow tool.**Work location:** Europe