SERA

1 Job

252 Employees

About the Company

Visit https://talktosera.ai to learn more. Designed for CHROs and senior leaders committed to fostering trust, security, and accountability, Sera's AI-Ombudsman empowers employees to report misconduct safely--without fear of retaliation. Unlike traditional systems, it provides organizations with a structured, ethical approach to addressing concerns while ensuring privacy and compliance.

Listed Jobs

Company Name: SERA
Job Title: Team Leader Front Office - Centre de Services IT (F/H) (H/F)
Job Description: **Job Title** Front Office Team Leader – IT Service Center **Role Summary** Lead, develop, and manage a 24/7 team of ~20 IT technicians in a multi‑client service centre. Ensure service delivery meets SLAs, maintain high customer satisfaction, and drive continuous improvement in operational processes and team capability. **Expectations** - Deliver consistent, high‑quality IT support across all shifts. - Proactively manage team performance, workload, and career progression. - Communicate clearly with clients, senior management, and cross‑functional partners. - Steadily improve processes, metrics, and service standards. **Key Responsibilities** - Manage staffing, scheduling, and resource allocation for a 20‑person team. - Ensure SLA compliance and customer satisfaction through effective incident and problem resolution. - Design and enforce ITIL‑aligned processes, policies, and quality standards. - Analyse KPIs (volume, recurrence, MTTR, quality) to guide operational decisions. - Coach, train, and conduct regular performance reviews; organise team rituals and knowledge sharing. - Coordinate with N2/N3 support, network, and infrastructure teams to resolve incidents efficiently. - Identify and implement continuous improvement initiatives; present findings to technical committees. - Participate in recruitment and team structure decisions. - Anticipate technology trends and assess their impact on service delivery. **Required Skills** - Minimum 3 years of IT team leadership experience, preferably in a multi‑client service center. - Strong technical knowledge of systems and networking. - Proficiency in ITIL processes (certification preferred). - Demonstrated leadership: motivation, delegation, and team growth. - Excellent communication, customer‑service orientation, and stress management. - Ability to prioritise, organise, and navigate dynamic environments. **Required Education & Certifications** - Bachelor’s degree in Computer Science, Information Technology, or equivalent. - ITIL Foundation or higher (preferred).