First Line Manager
hace 2 meses
The opportunity
IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey with us, your prime responsibilities are:
People Management - Manage and lead the agents and subject matter expert(s) aligned to him / her, placed in 2-3 time zones / locations; Performance Management of the team.
Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement
Controls & Compliance - ensure all activities performed by his / her team are compliant with policies, standards, and processes.
How you’ll spend your day
People and Team Management Lead, Coach & mentor a team consisting of Agents & Subject Matter Expert(s) Provide monthly feedback on performance to team members Provide feedback to the team members with respect to any concerns or improvement opportunities Operations Management Responsible for maintaining desired level / score(s) & enhancing End User Customer Satisfaction score, Agents’ Quality Tele - Monitoring score(s) and Agents’ Communication skills / score Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems, both, through direct intervention and mentoring and effectively delegate responsibility. Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data. Controls and Compliance Ensure team’s activities conform to controls and the operation is audit ready Drive audit readiness of the entire service delivery operationYour experience and qualifications
Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices Six Sigma Green Belt trained (preferably certified) Knowledge of Quality Tools, Systems and Processes Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365 Experience with ServiceNow or similar Incident Management Tool Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite Experience with working in a pharma / Biotech / GxP environment is preferred Bachelor’s Degree in computer science, Engineering, or related discipline with an IT certificate / diploma Quality Certification will be considered as an advantageEnjoy a more rewarding choice
3+ years' experience as a First Line Manager of ~20 direct reportees, managing a technical service desk team; minimum service desk experience of 8 to 12 years Managed teams working in global operations and in 7/24/365 shifts 8 to 12 years’ experience in service desk operations Extensive experience in service desk operation dealing with complex technology products and services Strong communication (verbal and written), presentation and influencing skills Problem Determination & analysis skills Multi-cultural team management Stakeholder management-
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