Job Description

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.

Focus Area:

• To lead a team of up to 20 staff in Service Desk resolving incidents, service requests and requests for information raised by customers


• To own the relationship with one or more Service Desk clients


• Influence the strategy and direction of Service Desk


• Plan proactively to ensure that 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, 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

Company offers

• An inspiring environment in a large IT organization


• A perfect opportunity to join an IT team and face the challenge and the opportunity to influence and shape the organization


• Work in an international team, which concentrates on innovative business facing solutions


• An extensive learning opportunities to ensure that your skills are maintained and updated on an ongoing basis


• Highly skilled team and career opportunities


• Cross business career opportunities in bank