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Team Lead, IT Service Desk (German speaking) all genders

lightspeedhq · 30+ days ago

Berlin, Berlin, Germany

Negotiable

Full-time

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Regional Lead, IT Service Desk

Purpose of the role

As a Regional Lead for IT Service Desk, you will be responsible for focusing on daily operational tasks and ensuring the smooth functioning of the IT service desk across multiple geographical locations within a designated region. Your role will involve hands-on technical involvement in projects, overseeing day-to-day activities, and providing guidance to the IT support team. Your leadership will ensure the delivery of high-quality IT services and exceptional customer satisfaction.

Our joint mission

Lightspeed powers the businesses that are the backbone of the global economy.

Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed commerce platform, merchants in retail and hospitality can build thriving businesses for the future.

We're passionate about enabling people to do their best work. We dream big and we're looking for people who do the same. With us, career milestones happen often and we celebrate every one. Come work with us and find out where your career will take you at Lightspeed!

Role Description

Lead and manage a team of IT ServiceDesk professionals and local leads, overseeing day-to-day activities, providing guidance, and fostering a collaborative and productive work environment. This includes hiring, training, and performance management. Ensure the team is equipped with the necessary skills and resources to deliver exceptional IT support services.
Oversee the delivery of IT support services, ensuring incidents and service requests are handled promptly and effectively according to established SLAs. Continuously assess service delivery processes, workflows, and tools to identify areas for improvement. Utilize project management principles to implement enhancements and optimize service efficiency while maintaining high levels of customer satisfaction.
Serve as a liaison between the IT ServiceDesk and other IT teams, departments, and stakeholders. Engage with stakeholders to understand their needs and expectations, communicate service updates, and gather feedback for ongoing improvement initiatives. Utilize effective communication strategies to keep stakeholders informed about project statuses, changes, and enhancements to IT services. Collaborate with stakeholders to prioritize and plan IT support projects and initiatives, ensuring alignment with organizational goals and objectives.

Role Responsibilities

Lead a team of IT Service Desk Support Specialists across the region.
Set performance objectives, provide coaching, and conduct performance evaluations.
Foster a collaborative and customer-focused culture within the regional teams.
Ensure that IT support requests are handled promptly and effectively.
Monitor and manage service desk performance against SLAs and KPIs.
Serve as subject matter expert for all IT policies and procedures.
Manage critical incidents by clearly communicating status to stakeholders and effectively allocating resources using ITIL best practices and frameworks.
Implement standardized processes and best practices across all regional service desks.
Identify opportunities for service improvement and implement initiatives accordingly.
Work alongside Facilities, P&C, and Procurement teams to ensure key operational tasks are being coordinated.
Develop training programs or resources to ensure that employees are proficient in using the selected SaaS tools.
Regularly evaluate the organization's use of SaaS tools and seek opportunities to optimize processes and workflows.

Training

Leadership development programs
Training in IT service desk management
Training in communication and interpersonal skills
Technical training on commonly used SaaS platforms
Training in enterprise technology processes and procedures, including incident, problem, and change management

KPI’s

How you will know you are kicking ass:

Support Specialist performance within the Service Management Platform is effective, accurate, within SLA, and with high user satisfaction
Service improvements and operational efficiencies are frequently identified and implemented
Support specialists are high-performing, satisfied and engaged in their roles
Stakeholders consistently report positive Service Desk experiences and have faith in our capacity to manage initiatives and critical incidents with competence.
Budget and cost effective

Experience

Minimum 1 year of hands-on IT management experience
Fluent in German and English language
Minimum 3 years experience with ITSM platforms
Minimum 7 years of experience in a service desk or IT support role.
Strong analytical and highly effective communication skills
Focus on user satisfaction and outcomes
Proven ability to build and maintain strong relationships with business and cross-functional teams
Experience managing technical teams in multiple countries
Demonstrated technical expertise and knowledge of common SaaS platforms

Attributes & Skills

What will help you kick ass in this role?

High attention to detail and organizational skills
Positive, solution-focused, and empathetic attitude when interacting with direct reports, teammates, and end-users
Strong understanding of Enterprise technology processes and procedures including Incident, Problem, and Change management
Highly collaborative and team-oriented; comfortable leading cross-functional projects
Able to explain technical concepts clearly to a variety of technical and non-technical stakeholders across an organization
Systems-thinker motivated by solving complex problems and building scalable processes while maintaining user experience
Excellent written & verbal communication skills

Some things that we all do…

MAKE IT HAPPEN

We strive for meaningful results.

We own both our successes and setbacks along the way.

We stay curious, act boldly, and check our blind spots.

We only look back to learn.

MAKE IT TOGETHER

We win and celebrate as a team.

We help each other grow by bringing out the best in each other.

We work together to take on impossible challenges with energy and positivity.

We know when to set a new direction, and we all row together.

MAKE IT HUMAN

We bring our authentic selves to work, and we create space for everyone to succeed.

We support, trust, and respect each other.

We welcome each other’s unique perspectives as we recognize we are all essential parts of something bigger.

We communicate kindly and candidly.

MAKE IT ABOUT THE CUSTOMERS

Period.

MAKE IT DATA DRIVEN

We choose to assess rather than assume.

We champion analysis over anecdotes, but remain open-minded.

We ask the hard questions, consider the context, and make informed decisions.

MAKE IT MATTER

We measure ourselves by our impact.

We are deliberate and strategic about what we do, and what we do not do.

We identify creative solutions to new problems and blaze new paths.

We deploy our resources thoughtfully, all acting as owners.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.

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Last updated on Aug 22, 2024

About the company

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lightspeedhq

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