Customer Service Leader

1 month ago


Copenhagen, Copenhagen, Denmark Globalconnect Full time

About the Service Desk Manager Role:

As a Service Desk Manager at GlobalConnect, you'll have the opportunity to shape an innovative, proactive service desk strategy, making key decisions and seeing the impact of your work on satisfied clients and a highly engaged team.

About the Role:

As a Service Desk Manager, you'll take on the critical daily operational leadership of a talented team, guiding their efforts in real-time to meet and exceed service standards. With a focus on coaching, motivating, and developing team members, you'll play a central role in managing both immediate service needs and long-term performance improvements.

Key Responsibilities:

  1. Lead the transition from reactive to proactive incident management, ensuring that all inquiries are resolved within SLAs and monitoring KPIs closely.
  2. Handle escalations confidently, keeping both the team and our clients aligned while navigating complex challenges and making tough decisions.
  3. Develop and implement a service desk strategy that aligns with GlobalConnect's goals and objectives.

Qualifications:

  • Solid Leadership Experience: Proven track record leading customer service teams with an operational focus, ideally in IT or telecommunications.
  • Change Management Skills: Experience leading teams through change, fostering adaptability and resilience.
  • Coaching and Development: Passion for inspiring teams and fostering continuous learning.
  • ITIL Knowledge: Strong understanding of ITIL practices (certification preferred).
  • ServiceNow or Similar Platforms: Practical experience with ITSM platforms.
  • Excellent Communication: Skillful communicator, both in managing escalations and in supporting team collaboration.
  • Service Excellence: Knowledge of customer contracts, SLAs, and effective customer relations.

What We Offer:

At GlobalConnect, you'll have the opportunity to be part of a market-leading organization that values diversity and encourages professional growth. We provide a collaborative and dynamic work environment where your contributions will make a significant impact. Alongside a competitive salary, you'll enjoy a comprehensive benefits package designed to support your well-being.



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