Sopra Steria Group, a major player in consulting, technology services and software publishing in Europe, assists its clients in the successful transformation of their business and information systems. By combining value and innovation in the solutions proposed, and delivering utmost quality and performance in the services provided, Sopra Steria Group positioned itself as a preferred partner for major companies and organizations; especially those looking for the best use of digital technology for their development and competitiveness.

Sopra Steria is currently looking for an “Service Desk Team Leader” to reinforce the Cloud & Transformation Services team.

Your Mission

• Management of an ITIL-based Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
• Contribution to management meetings as required
• Act as a point of hierarchical escalation
• Provide input to the Incident Manager
• Balance workload across the team
• Manage complaints
• Ensuring that the incidents are accurately categorized, updated, assigned
• Logging all incidents and their resolution to see if there are recurring malfunctions
• Escalation of priority incidents as part of the incident management process
• Supervise the quality of the logged incidents (intern + customer)
• Ensure incident response time (SLA)
• Oversee maintenance and troubleshooting call-out requirements
• Assist with the development of new processes and enhancement of existing ones (Knowledgebase)
• Identify training requirements and deliver training as required
• Providing assistance for the agent on call

Your Profile:

• You hold at least a technical degree with more than 4 years of experience as an IT Technician
• You have already a successful experience in Team management
• You have a strong customer orientation
• You demonstrate leadership, you are reactive and organized.
• You are fluent in Luxembourgish, French and English (any other languages could be an asset)
• You are rigorous, autonomous and available.
• ITIL certification is a real plus

We offer:

• partial teleworking (depending on client and assignement)
• an opportunity to join a human centric company
• a stable work environment
• training and close monitoring of your professional career
• exciting assignements and projects
• work-life balance

Sopra Steria offers the opportunity to work in a fast growing and dynamic team on challenging national and international projects in different industries. We also offer the opportunity to continuously deepen your knowledge and to further develop your personal competencies.