Teva First Line Manager - Help Desk Team 

Mexico, Mexico City 

543582094

In your journey with us, your prime responsibilities are:

Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement

• People and Team Management
• Lead, Coach & mentor a team consisting of Agents & Subject Matter Expert(s)
• Provide monthly feedback on performance to team members
• Provide feedback to the team members with respect to any concerns or improvement opportunities
• Operations Management
• Responsible for maintaining desired level / score(s) & enhancing End User Customer Satisfaction score, Agents’ Quality Tele - Monitoring score(s) and Agents’ Communication skills / score
• Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems, both, through direct intervention and mentoring and effectively delegate responsibility.
• Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data.
• Controls and Compliance
• Ensure team’s activities conform to controls and the operation is audit ready
• Drive audit readiness of the entire service delivery operation

• Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices
• Six Sigma Green Belt trained (preferably certified)
• Knowledge of Quality Tools, Systems and Processes
• Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project
• Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365
• Experience with ServiceNow or similar Incident Management Tool
• Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite
• Experience with working in a pharma / Biotech / GxP environment is preferred
• Bachelor’s Degree in computer science, Engineering, or related discipline with an IT certificate / diploma
• Quality Certification will be considered as an advantage

• 3+ years' experience as a First Line Manager of ~20 direct reportees, managing a technical service desk team; minimum service desk experience of 8 to 12 years
• Managed teams working in global operations and in 7/24/365 shifts
• 8 to 12 years’ experience in service desk operations
• Extensive experience in service desk operation dealing with complex technology products and services
• Strong communication (verbal and written), presentation and influencing skills
• Problem Determination & analysis skills
• Multi-cultural team management
• Stakeholder management

Dir IT Operations IT Service Operations

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