The team leader is responsible to ensure the support coverage for Express and eCS business units in the Americas region.
This covers both business requirements as well as team requirements.
**Responsibilities**:
- Serves as a change leader; innovates and instills in his/her teams an appreciation for thinking outside of the box, questioning the status quo, and striving to find efficiencies in all work
- To build, establish, stabilize and develop the Service Desk teams to deliver operational and service excellence to the client entities within very challenging time-frames.
- To help build efficient and effective relationships between the Service Desk, Entity clients, Regional Helpdesks and Regional Support teams.
- To ensure staff within the Service Desk teams are capable of meeting their day to day operational commitments and at the same time developing their future capability.
- Managing a Service Desk team in a shift operation to provide appropriate cover making best use of the available resources.
- Manage capacity of Service Desk staff to provide appropriate coverage of relevant tasks, ensuring appropriate cover is achieved at all times, based on fluctuating workloads.
- Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
- Manage and motivate staff.
- Providing support and remedies to escalated problems from the Service Desk, including complaint management.
- Implementing and communicate business strategies within their teams.
- Supporting and welcome new and different concepts within the Service Desk eg.
new technology, processes or departmental plans.
- Ensure continues improvement.
- Creating a good working atmosphere in the team.
- Working globally with other leaders together to share best practices and establish global standards.
- Creating an atmosphere of accountability and responsibility within Service Desk team.
- Understand and help others to understand business goals and strategies.
**Requirements**:
- Knowledge of the Express & eCS business environment and technical landscape.
- Extensive knowledge of DHL operating environment & infrastructure and Incident/Change/Problem process
- Business and Statistical Analysis
- Information retrieval tools (ServiceNow, PowerBI)
- Corporate, industry and professional standards (ITIL)
- Familiar with service levels & performance monitoring systems
- 3 years' experience in helpdesk/Service Desk Environment
- 1 year senior/specialist experience gained in Service Desk
- Great communication skills
- Problem solving skills
- Result oriented
- Advanced command and proficiency of English and Spanish languages.