Team Manager in Service Desk

Application period has expired.

Service Desk is supporting Danske Bank colleagues through all Service Desk channels as well as delivering world-class multilingual customer service on daily basis by identifying, owning and driving excellence of IT and Business support, processes and channels.

As a Team Manager you would have a direct responsibility for the service your team provides, collaboration with colleagues across Service Desk teams, Technology Towers and business IT teams.

You will:

  • Lead a team of up to 15 staff in Service Desk resolving incidents, service requests and requests for information raised by Danske Bank colleagues
  • Own the relationship with one or more Service Desk stakeholders
  • Influence the strategy and direction of the Service Desk
  • Ensure operational excellence and drive continuous improvements to improve the service provided
  • Take responsibility of recruiting and ensuring continuous growth of team members
  • Create an environment where communication is open, honest and frequent leading to high employee satisfaction
  • Handle crisis/Major incident management situations in efficient manner to ensure minimal disruption to the Business, Service Desk operation and customer experience
  • Own the service provided, including handling various escalations, complaints, changes in procedures and providing regular service reviews to the relevant stakeholders

About you:

  • Previous people management experience or senior service desk analyst experience in a complex operational environment
  • Ability to develop and motivate staff in a way that enables them to fully exploit their potential and deliver excellent customer service
  • Fluency in English
  • Any of the Nordic language skills is an advantage
  • Effective communication and presentation skills using a variety of styles to suit the situation
  • Track record of successful service / process improvements
  • Customer centricity
  • Good broad understanding of Service Desk technology

We are growing and looking for reinforcement to our organization.
Up for a challenge?
Apply or reach out to me if you have any questions.

Ieva Jaseviciute, Talent Acquisition Consultant

Application period has expired.

If you are interested, please send your CV in English no later than 06.04.2020. Confidentiality guaranteed.