Teamlead IT Support

Il y a 2 mois

Brussels, Belgique Tobania Temps plein

**What can you expect?**:
As a **Teamlead**, you will be responsible for managing the **day-to-day activities of our on-site support team**, ensuring smooth operations and exceptional service delivery. You will play a crucial role in providing technical support to end-users while fostering a positive and collaborative team environment.

**Key Responsibilities**:

- **You manage the day-to-day activities of the on-site support team**, ensuring efficient workflow and adherence to established processes.
- **You conduct evaluation, feedback, and mediation meetings** to promote continuous growth, identify training needs, and enhance team performance.
- **You act as the first point of contact** for escalations and complaints from higher management, addressing concerns promptly and providing effective solutions.
- **You maintain availability and flexibility** to handle major incidents, coordinating resources and leading the team during critical situations.
- **You possess end-user support knowledge in a Windows environment**, assisting team members and providing guidance as required.
- **You collaborate with the nearshore Service Desk team**, ensuring seamless communication and performing necessary follow-ups, such as monitoring call records, maintaining quality standards, and conducting regular meetings.
- **You establish monthly team planning** to set objectives, allocate resources, and optimize work schedules.
- **You prepare and submit accurate monthly reports to the Service Delivery Manager**, highlighting key metrics, performance trends, and areas for improvement.

**Who are we looking for?**:

- **Experience**:Proven experience in a similar role within an IT support environment.
- **Languages**: Fluent in **Dutch, French and English**.
- **Strengths**: Strong leadership abilities, as well as excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
- **Personal interests**: Demonstrated proficiency in conflict resolution and problem-solving, with a proactive and solution-oriented mindset.
- **Expertise**:

- Solid knowledge of end-user support in a Windows environment, troubleshooting common issues and providing guidance.
- Familiarity with managing nearshore Service Desk teams and conducting follow-up activities for quality assurance.
- Proficiency in reporting tools and the ability to analyse data to derive meaningful insights.

**What do we have to offer?**:

- A competitive salary with plenty of benefits, such as a company car or transport allowance, meal vouchers, ECO cheques, a group and hospitality insurance, etc.
- A team of supportive colleagues who’ll make you feel right at home.
- A chance to develop your talents in our Tobania.Academy.
- The opportunity to turn your new colleagues into friends during our legendary Friday drinks and other exciting events.

**SoTobania, who’s that again?**
Tobania is a dynamic and fast-growing Belgian company. We present ourselves as a Business & Technology Consulting partner for private businesses and governments who want advice, expertise, services and solutions to successfully execute their digital transformation process.
- #LI-SV2

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