IT Service Desk Team Lead

Right now, we are looking for IT Service Desk Operations Lead. My name is Edgaras Skardinskas, and I am leading Service Desk squad in Support Services & Tools team. This new opportunity for an IT Service Desk Shift Lead could really be something special for someone who is ready take on new challenges in their career.

The Service Desk team is on an exciting change journey in improving and modernizing the Telia Company’s internal Order & Support delivery processes and tools, and we are looking for new colleague who has customer centric focus, analytical mind and are forward-thinking to join this dedicated and energetic team and be a key player!

Your next challenge?
The IT Service Desk Operations Lead will be responsible for leading team of 10-15 agents ensuring qualitative, world class support delivery 24/7 related to IT services and tools for approximately 20 000 internal users in the Nordics & Baltics.
You will work in our new K29 Telia Global Services Lithuania office in Vilnius. All together, we are more than 250 people with plans to expand at least twice as much thus career opportunities are wide open.

Who are you?
Since IT Service Desk is our voice of IT, you will have to be service minded, customer oriented, flexible fast-thinker with passion for improvement and people focus. You should already have relevant experience in Customer Service or either people management. Since you will be working closely with users in an international environment and different stakeholders, great coordination and communication skills in English are crucial.

Your personality:
• People and customer/user focused
• Enjoying driving improvements to simplify processes and increase user satisfaction
• Analytical, structured and result oriented
• Forward-thinking, typically recognizing new opportunities
• Efficient, quick learner and open to try new ways-of-working
• Quick to act and have ability to remain calm in stressful situations

Your experience:
• Previous experience in operation management and/or people management
• Have been in customer/user support field before
• Driven number of improvements in your current and/or past jobs
• Fluent in English (verbal and written)
• ITIL Certification(s) is beneficial

Interested?
If you fancy joining my team, apply for the job! Do you need to know more, call me on +37061709244.
Only selected candidates will be informed. Selection is ongoing, so do not hesitate to get in touch.

Welcome to Telia – Home to your next big opportunity!