Ramboll in India
Ramboll has more than 1,300 experts working across five offices in India applying their passion to deliver innovative solutions in markets as diverse as Buildings, Transport, Planning & Urban Design, Water, Environment & Health and Energy. Founded in Denmark, Ramboll is a people company. We invite you to contribute to a sustainable future working in an open, collaborative and empowering culture.
Job Description
As our new EUS Team Manager, you will be part of a global IT organization with approx. 381 highly skilled and energetic IT colleagues across our geographies. We deliver infrastructure, client, applications, and projects to our 17000 colleagues in Ramboll across the globe. You will report to the Head of Department, EUS
The IT End User Services Department is organized as one global entity within the Ramboll Support Organization. Although the primary focus is on Global Support, we also ensure a focus on local requirements. Each Team Leader manages up to 12 supporters in a mix of Global and Local support activities, with the department managing roughly 160000 tickets per year.
The Team leader will be responsible for ensuring high performance service teams with natural motivation and passion for delivering a great service. Your key tasks and responsibilities will be:
Ensure a high level of customer satisfaction
Directly lead, manage and inspire a team of 6-12 team members
Work with HoD and Team Leader colleagues to build, enhance and ensure a high performing global support organization with local touchpoints.
Provide performance reporting and analysis of the detail both internally within IT and externally within the Business Unit
Managing Internal projects
.
Ensure vendor contract execution according to specified processes, SOPs and SLAs.
Manage knowledge transfer/documentation.
Establish and implement best practices throughout the entire technical support process, owning incident, service request fulfilment and problem resolution as a priority.
Act as an escalation point for service desk colleagues for cases, major incidents, and end users.
Creating and rolling out meaningful end-user training programs for global IT products and services.
Ability to juggle multiple conflicting demands to best leverage the extended staff to deliver the highest business benefit
Own training programs for new hires and existing employees, to increase effectiveness and reduce support needs.
Track record of continuous improvement: the ability to drive activity which eliminates, automates or speeds up the resolution of tickets.
Ensuring smooth IT support operations- Contributing to help desk policies, procedures and ensure their implementation
Additional Information
Kindly confirm the below mentioned details with your updated profile:
Total Year of Experience :Relevant Exp in IT Support Services :
Current company :Current Salary:Expected Salary:Notice Period:
If serving notice period kindly mention the last working date :
Is Notice Period Negotiable(Y/N): If yes please specify the reason:
Education:Current location:Alternative Contact No:
Alternative Email ID
Date of Birth:
Any offers in hand ( Y/N) : If yes please specify the offer details
Looking forward to hear from you.
Note: Kindly ignore if you are not keen for the above mentioned position. Reference
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