Red Global are working with a key client to hire a Service Delivery Team Lead. This role will be a full-time, permanent engagement to hire a German-speaking Senior Team Lead to help support their IT support team deliver high quality service. This role will be a fully on-site role, requiring 5 days per week on-site at their Vienna office.
Required skills / Experience:
* At least 3-5 years of experience in a comparable management position in IT support.
* Sound experience in leading teams and escalation management.
* In-depth knowledge of Microsoft Windows operating systems and Microsoft Office/365 (including Exchange, Teams, SharePoint and Intune).
* Experience in implementing and optimising CRM/ERP/WMS systems.
* Knowledge of network services such as DNS and DHCP as well as VoIP, PBX and 3CX.
* German Speaking
Tasks:
* Lead and motivate a team of IT support staff to ensure high-quality support.
* Handle complex requests as an escalation point and collaborate with global IT teams and senior stakeholders.
* Ensuring proper processing and escalation of incidents and service requests.
* Develop and train the team to improve processes and ensure compliance with internal standards.
* Responsible for monitoring and reporting team performance to relevant stakeholders.
* Co-design and implementation of strategies to improve IT service quality.
* Assist in implementing new technologies and tools into support processes.
* Maintaining a strong customer focus and building sustainable relationships with internal and external stakeholders.
* Practical experience in implementing ITIL or comparable processes.
This role cannot offer VISA sponsorship.
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