IT Service Desk Team Lead MI-HH

Be Part of Our Growing Team

Job Purpose

The aim of the position is to act as a disciplinary and functional team lead for a team of IT support specialists and ensure smooth every day running of support services. Team Leader works in close contact with product lead and acts as a link between a product organization (product lead) and his/her team to ensure delivery of support services within the agreed service levels. In addition to disciplinary responsibility the position has functional responsibility of providing technical 2nd level application support for the products in team's support scope.

Responsibilities

- Being disciplinary and functional team leader for the corresponding GSD team

- Run and maintain daily processes in an effective and efficient manner ensuring that the team objectives are achieved on time:

Create an inspiring team environment with an open communication culture

Evaluate processes and make recommendations for improvements

Define team targets jointly with product lead based on agreed SLAs

Monitor team performance and report on metrics

Manage workload and reporting: planning and organizing work assignments, resource and capacity planning

Participate in recruitment process and responsible for onboarding new team members

Ensures that new team member has undergone training successfully and given full support and assistance whenever required

Responsible for defining team members' technical as well as personal development needs and support development of team and individual team members

Identify and support team members' technical and personal development.

Plan team member vacations and keep an overview of their usage

- Building strong and good collaboratiopn with stakeholders to create a bond of trust and ensure continuous communication

- In addition to administrative TL responsibilities 30-50% of working time is to be spent on ticket resolution and other support tasks

- Ensure service availability, facilitate Incident Management process for supported products and provide guidance to team members

- Maintain exiting internally developed tooling and ensure continuity

- Other one-time tasks assigned by Manager

In this IT role, you will manage, develop, and support the technology infrastructure that powers Kuehne+Nagel's global systems and operations. This contribution is vital to making both special and ordinary moments in the lives of people a reality. In fact, your work enables our teams to deliver fresh fruit, time-sensitive healthcare products and much more to people all around the world. Working in IT at Kuehne+Nagel contributes to more than we imagine.

- IT leadership mindset

- High level of written and spoken English

- Readiness to travel on regular basis

- Intermediate to advanced knowledge level of SQL and related databases

- Knowledge of any Object Oriented Programming methodologies (preferably Java)

- Experience with Unix/Linux command line

- Proactive and exercises sound judgment

- Strong interpersonal and communication skills, ability to communicate with all levels of the staff and stakeholders

- Team-oriented work style and good leadership skills

- Good understanding of IT product organization

- Relevant technical knowledge and experience in the products managed by the team

Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization's growth.

Who are we

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.