Service Desk L1 Lead in Berlin bei Covestic

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview

• Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
• Strong leadership, customer service, communication and interpersonal skills.
• Set goals and objectives for the team, hold the team accountable.
• Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, and leads team syncs.
• Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
• Leads and provides coaching for Technicians when workflow deficiencies are identified.
• Ensures compliance with all service and acts as the escalation point.
• Creates and implements training for new processes and initiatives
• Action oriented, detail oriented and motivated to do what’s best for the customer and the team.
• Makes decisions in a timely manner, sometimes under tight deadlines and pressure.
• Regular communication with Managers and provides weekly reports of team performance.
• Monitors chat and tickets to ensure quality and identify coaching opportunities
• Provides valuable input via regular posts in Global Help Desk Chat
• Balancing the team schedule on a weekly basis.
• Participates in hiring for open positions
• Conducts annual performance reviews for all team members
• Audits tickets to ensure proper tone is being used
• Flags tickets for review

What You Will Need To Succeed:

• Has experience working with vendor tickets/maintenance and basic Mac, Windows and Chrome OS, hardware/software troubleshooting knowledge.
• Previous customer service experience
• 3+ years Team Leadership
• Proven track record of driving results
• Corporate IT or Help Desk experience

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion