First Line Service Desk Team Leader (temporary contract)
Dentons, Poland
Job Description
Company Overview:
Dentons is the world's largest law firm, renowned for its commitment to delivering innovative legal solutions to clients around the globe. With offices in over 160 countries and a team of legal professionals dedicated to excellence, Dentons offers a dynamic and inclusive work environment.
Dentons Business Services EMEA:
Dentons Business Services EMEA is the operational backbone of Dentons, supporting the world's largest law firm in delivering exceptional service to clients across Europe, the Middle East, and Africa. As a crucial component of Dentons' global network, our EMEA business services team plays a key role in driving efficiency, innovation, and collaboration.
At Dentons Business Services EMEA, we are committed to excellence in supporting legal professionals with cutting-edge solutions. Our dynamic and diverse team collaborates seamlessly to provide a wide range of services, including finance, IT, human resources, marketing, and more. We pride ourselves on fostering a culture of continuous improvement and adaptability.
Position Overview: We are seeking a dynamic and experienced individual to join our team as a First Line Team Leader for our Service Desk. The successful candidate will be responsible for overseeing various aspects of our Service Desk operations, including recruitment, internship programs, talent management, customer service excellence, internal project participation, and more.
Key Responsibilities:
- Act as a customer champion, ensuring exceptional service delivery and satisfaction.
- Facilitate internal project participation among team members to promote collaboration and skill development.
- Drive competence development initiatives and oversee training and certification plans.
- Coordinate internal training development, including soft skills training and quality assurance programs.
- Lead the implementation of ITIL practices within the service desk environment.
- Manage performance through documentation, SLAs, KPIs, and adherence to Service Desk best practices.
- Generate regular reports on team performance and feedback sessions for continuous improvement.
- Oversee 1st Line Service Desk operations to ensure efficient and effective service delivery.
- Lead and drive continuous improvement projects from your area of expertise, aimed at enhancing Service Desk operations, optimizing processes, and delivering service excellence through proactive identification of areas for improvement, implementation of best practices, and fostering a culture of innovation and continuous learning within the team.
- Manage recruitment processes for the Service Desk team, ensuring the selection of top talent.
- Develop and oversee internship programs to nurture future talent within the Service Desk department.
- Implement strategies for talent retention and career development opportunities, including rewards and recognition programs.
- Conduct talent analysis and leverage skills effectively within the team.
Requirements
- Bachelor's degree in IT or related field (preferred).
- Proven experience in a leadership or supervisory role within a Service Desk or customer support environment.
- Strong understanding of IT service management principles, including ITIL frameworks.
- Possess hands-on experience in utilizing ITSM systems, particularly Freshservice or similar platforms
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to effectively manage and motivate a team to achieve organizational goals.
- Experience with performance management, documentation, and quality assurance processes.
- Certification in ITIL or relevant areas is a plus.
- Advanced level of English - at least C1.
Benefits
Dentons is always looking to invest in the highest-quality talent, recognizing that our success is built on the diverse and unique strengths of each of the members of our Firm. Our team of business services staff play a significant role in the success of Dentons, and we recruit staff into a wide variety of areas. Here, we look for focused, flexible individuals from a variety of backgrounds who are team players. Previous experience within the legal sector is not essential. We want to give everyone the opportunity to develop his or her potential fully and, therefore, provide support, training and encouragement to members of staff at all levels.