Service Desk Team Manager

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million people around the globe bank and shop in this hyper-connected consumer-centric world. Join us in connecting people to commerce in this vital rewarding role.

Job overview

Person in this role provides leadership and oversight to the Service Desk Support group; provides assistance to customers addressing trouble tickets and related calls emails and chat requests; assists customers in placing orders and provides information about order status changes and returns; addresses customer generated questions comments or complaints about DN products and services.

• Provides front-line supervision to a Service Desk team.
• Within defined operational guidelines completes technical and administrative tasks.
• Engages with external stakeholders.
• Ensures compliance with established Service Desk and company standards policies and procedures.
• Assigns tasks and verifies accuracy of work establishes deadlines for completing assignments provides training and guidance and may spend a portion of time performing the work of the team.
• Monitors daily progress and status of the Service Desk team making adjustments to ensure quality and a high level of customer service.
• Evaluates team members against operational goals and transactional success measures.
• Involves higher level management in decisions and issues that require additional experience or are particularly complex.
• Leads continuous improvement initiatives by identifying process gaps and guiding the team to implement enhancements.
• Ensures creation and maintenance of technical documentation and knowledge base articles by the team.
• Facilitates collaboration between the BLF team and cross-functional groups to resolve systemic issues and improve service delivery.

• 2-4 years relevant experience in a technical Service Desk environment or equivalent combination of education and relevant experience.
• Highly skilled English language in speaking and writing (min. B2).
• Prior management experience not required but may have informally led teams.
• Excellent Communication Skills.
• Extended Knowledge of IT industry is required.
• Very good skills in using MS Office products.
  

Preferred Qualifications:

• ITIL Foundation Certificate.
• Good analytical skills.

We offer:

• Contract of employment.
• Employee Assistance Program - wide range of services advice on topics such as mental health family problems financial and legal issues career management preparation for retirement etc.
• Cafeteria bonus (flexible benefits to support your lifestyle).
• Trainings from the first day of work.
• Insight and Knowledge of cutting-edge technologies.
• Various options for personal development (career paths internal recruitment trainings assisting in ad-hoc projects etc.).
• Possibility to use foreign languages on a daily basis.
• Teamworking and supportive atmosphere.
• Wide range of benefits: life insurance private medical care Multisport card 26 days of holiday regardless seniority.
• Over 8000 industry recognized certified trainings.
• Hybrid model work possible.

Pay Transparency Statement
The monthly base salary range for this position is 9700.00 PLN Gross to 13800.00 PLN Gross.
Actual compensation will depend on factors such as qualifications skills competencies geographic location and relevant experience. Certain roles may include additional components beyond base salary such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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