Team lead in it service desk, Vilnius

Alliance for Recruitment is the largest recruitment consultancy in Lithuania measured by capacity, number of successful placements and annual growth. We are a high performing team of recruitment experts from various different industries.

Danske Bank is the largest bank in Denmark and one of the leading banks in Northern Europe. It is an exciting opportunity to join a newly established IT site, Danske Group IT Lithuania (DGITL), where you will become a part of an international community of 2,500 IT Professionals in three sites (Lithuania, Denmark, and India). A career at Danske Bank Group IT is an opportunity to work with complex tech challenges and help maintain Danske Bank’s competitive edge on innovative digital solutions. We have grown over 400 IT professionals and that is the fastest growth of an IT organization in Lithuania ever.

Job information

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

Your responsibilities will include:

• To lead a team of up to 20 staff in IT Service Desk resolving incidents,  service requests and requests for information raised by customers
• To own the relationship with one or more IT Service Desk clients
• Influence the strategy and direction of IT Service Desk
• Plan proactively to ensure that IT Service Desk is able to provide effective support for all services and is positioned to provide effective support for new services, as they become live
• Responsible for recruitment into the team
• Continuously identify ways to increase staff motivation and create an environment where communication is open, honest and frequent leading to high staff morale, low attrition and low absenteeism
• Handle crisis/Major incident management situations in efficient manner to ensure minimal disruption to the Business, IT Service Desk operation and customer experience
• Ownership of service improvement initiatives/actions required following feedback from customer surveys and other customer feedback sources (e.g. escalations, complaints, service reviews)

Requirements

• 2-3 years of people management experience or senior service desk analyst experience within customer facing operational environment
• Strong level of English language
• Danish language skills would be a significant advantage
• Ability to develop and motivate staff in a way that enables them to fully exploit their potential and deliver excellent customer service
• Effective communication and presentation skills using a variety of styles to suit the situation
• Good broad understanding of Service Desk technology

Advantages

• This is a perfect opportunity to choose career path that will enable you to join fast growing team and to contribute to improvement of the future processes
• The best time to join a new team and ability to use your experience for training future colleagues
• An extensive training program to ensure that your skills are maintained and updated on an ongoing basis
• Highly skilled team and career opportunities
• Work in an international team which concentrates on innovative business facing solutions

If interested, please send your CV to ls[eta]afr.lt

Should you have any questions please do not hesitate to contact Lina Smalinskaitė, Recruitment Consultant at Alliance for Recruitment at ls[eta]afr.lt or +370 676 32778.