Service Desk Team Leader
Descrizione dell'offerta
Overview
Bracco is an international Group active in the healthcare sector and a leader in diagnostic imaging. The Group’s main products are contrast agents sold in over 100 countries, both directly and indirectly through branches, joint ventures and license and distribution agreements.
The Service Desk Team Leader is responsible for coordinating and supervising the Helpdesk service across South European sites of the Group. In agreement with the “Global Tech Support Manager” ensures consistent service delivery, coordinates support teams, oversees ticket resolution processes, and drives continuous improvement of end‑user support operations. Monitor proactively the quality of the service and customer satisfaction.
Responsibilities
- Supervise Helpdesk operations for Italian and South European sites.
- Monitor ticket queues, SLAs and service quality.
- Ensure a continuous end user hardware refresh process
- Act as escalation point for complex issues.
- Coordinates support activities to VIP users
- Oversee onboarding and training of Helpdesk team members.
- Collaborate with the vendor to adjust workload distribution and staff scheduling.
- Improve Helpdesk documentation and knowledge base.
- Collaborate with IT teams, business stakeholders and vendors.
- Prepare periodic KPI and status reports.
- Keep up to date inventory of end‑user devices.
- Support ITIL‑aligned processes and best practices.
Education & Professional Experience
- Information Technology education or equivalent professional background.
- At least 3–5 years of experience in IT support roles, preferably in coordinating or supervising Helpdesk/Service Desk teams.
- Experience in multinational environments
- Good knowledge of English language (written and spoken).
- Strong understanding of IT support processes and tools (ticketing, remote support, asset management).
- Solid understanding on mobile technologies
- Solid understanding of Windows, Office 365 and end‑user hardware/software.
- Good understanding of ITIL practices.