Service Centre Team Lead - Austin, TX

About Capgemini

About Capgemini Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations.

Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

About Infrastructure Services: The Cloud Infrastructure Services Global Business Line is Capgemini s consulting and infrastructure build-and-run provisioning offering and supports the group s cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies.

With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

• Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards;
• Train, coach and mentor Service Desk Specialists (Level 1
  - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan);
• Contribute to meeting financial objectives are met and service profits and losses are in line with the expectations;
• People Manage all service desk resources with responsibility for legal and company internal polices compliance of all employees under manager jurisdiction;
• Act as the SPOC for the service, liaise with SDM, deal with senior level escalation, and adapt service to changes in demand.

The overall objective of the Team Leader is to manage the service effectively in such a way that the services supplied to the clients satisfy the requirements and meet contractual commitments.

• Excellent verbal and written English skills
• Previous experience in managing Service Desks teams.
• Proven people management and leadership skills and at least 12 months of relevant experience;
• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
• ITIL foundation certification as minimum;
  Microsoft certification is a plus.
• Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner;
• Experience in dealing with client contacts at a senior level;
• Work on site at the Capgemini Service Desk location on a daily basis

• Demonstrate strong leadership skills;
• Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
• Highly developed negotiating, presentation and communication skills;
• Resilient, focused and performance driven in a dynamic and fast moving environment;
• Quality oriented in all aspects of delivery;
• Customer service focus;
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines.

• Previous experience in managing Service Desks teams.
• Proven people management and leadership skills and at least 12 months of relevant experience;
• ITIL…