Helpdesk Supervisor

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Supervisor to join our team in Bucharest, București (RO-B), Romania (RO).

Service Desk Supervisor (hybrid) - German 
Bucharest, Romania

Overview
The SD Supervisor leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels. This is a key role in ensuring the business and operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.

Tasks
•    Oversees multiple/critical service delivery projects with standard complexity
•    Leads and manages the people and the service delivery of high-quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc.;
•    Implements the appropriate operational and governance processes to underpin effective delivery of Service Desk;
•    Works closely and effectively with internal NTT Delivery Units (in region, offshore etc.) and the NTT DataAccount teams to achieve a high level of Customer Satisfaction;
•    Takes direct responsibility for the delivery of specific projects where required;
•    Acts as a Point of Escalation for issues and risks arising;
•    Leads the the team with purpose & guides people to grow and develop.
•    Coordinates with the Managers from other regions, applying the best solutions for the account.;
•    Coordinates with the site Managers, Technical Leads/Supervisors in the delivery of mentorship sessions for the existing pool of employees;
•    Acts as a single point of contact for the account you are managing locally.
•    Aligns to Service Delivery's innovation and CSI program. 

Key Skills
•    Over 1 year of Services Desk experience or equivalent combination of education/ work experience including strong people management skills and hands on delivery;
•    Exposure of managerial/leadership experience, organizing and planning skills to effectively manage teams and to lead cross-functional teams;
•    Knowledge on relevant service delivery stream:
•    Ability to communicate clearly at all organizational levels;
•    Demonstrated track record of delivering high-quality;
•    ITIL V3 knowledge is a plus;
•    Ability to multi-task in a dynamic environment;
•    Experienced analytical, negotiation and organizational skills;
•    Ability to take ownership of challenging tasks.
•    Curiosity & focus on developing;
•    Outside of the box & problem solving abilities.
    Fluency in German & English language

Benefits
The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field.
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.