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Team Lead with technical experience for IT service desk team

Job Location: Bucharest

Regional Description: Romania

Job Number: 00459711

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- Job description

•Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables

•Manage resources to achieve these assignments

•Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings

•Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)

•Approve team member time sheets, identify the source of any variances, and drive plans to correct variances


 Process Capability Development

•Serve as process expert/coach for the team’s deliverables

•Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables

•Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements

•Identfy and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements.

•fy areas for performance improvements, and coordinate implementation

•Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices

•Manage staffing assignments and role changes

•Support recruiting and interviewing potential new team members

•Balance workloads and skill sets across clients to support one-to-many delivery 


Competency and Skill Management

•Manage and develop team competency coverage through cross-training, leadership development and succession planning

•Monitor and manage team goals and performance and ensure team understands how they align  and relate to broader business goals and strategies

 

People Development and Management

•Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

•Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources

• At least 2 years of work experience with previous managerial experience;

 Fluency in English

 Previous experience in the service desk area is mandatory

 Coaching/ mentoring skills

 Strong customer service skills

 Strong organization skills, attention to detail and follow through to resolve any outstanding issues

 Strong time management skills

 Advanced written and verbal communication skills - manages internal and external/client communications with individuals at all levels.

 Ability to adapt to changing environment and support of multiple clients

 Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager


 

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