Service Desk Team Lead

Overview

Our people are ambitious and humble , believing in what they do and convinced that our purpose is shaping a world of trust . With responsibility and openness , they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark in shaping society .

We believe that leaving a mark is a true challenge and opportunity for every one of us.

We believe that leaving a mark is a sign of trust and impact.

We believe that leaving a mark is a bond with the future.

We believe that leaving a mark is proof of growth and development.

Being part of the BV family, is more than just working, it’s being convinced that you will leave your mark... in shaping a world of Trust .

Key Responsibilities

• Develop and maintain appropriate Service Desk methodology, processes, and procedures.
• Proactively develop and build robust relationships with key stakeholders within the business at a Senior Level in scope.
• Manage demand, capacity, and SLA adherence, balancing resources across shift patterns to ensure the desk and Back-office function is always adequately manned.
• Build and maintain a healthy KPI and performance dashboard for the Global Service Desk, including SLA adherence, individual / team performance, Service Desk capacity, and workload metrics.
• Act as an escalation point for requests and incidents within scope.
• Actively lead the prioritization and sponsorship of Service Desk Projects that will add value to Bureau Veritas.
• Grow the Global Service Desk Team in a way that is scalable and cost-effective, with responsibility for the recruitment and onboarding of new employees.
• Provide support and personal development for the Global Service Desk Team – including training and development, mentoring, and coaching.

Required Skills And Knowledge

Technical

Non-Technical

Education and Language Proficiency

Join an inclusive, flexible and diverse company where you can thrive while contributing to positively transforming the world we live in.

#ShapingaWorldofTrust #leaveyourmark

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