ServiceDesk Team Leader

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Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. €10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries.

Atos is a SE (Societas Europaea) and listed on Euronext Paris. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence.

We are a team that puts our people and our customers first, through high quality processes and procedures and an attention to detail that is fostered by the management team to achieve excellence, driving customer engagement and delighting them in everything we do.

• Market Leadership – be part of a company trusted by industry leaders, supporting cutting-edge systems and tools.
• Agile Team Leadership – lead a high‑performing, close‑knit team that delivers fast, dependable IT support with precision and accountability.
• Diverse Customer Engagement – collaborate with a wide range of internal stakeholders, tailoring solutions to unique departmental needs and resolving complex challenges with empathy and expertise.
• Management career path – operations management and service management.

To actively support, lead and develop a team of Contact Centre Associates through feedback, coaching, training and other development activities. Lead the team to deliver excellent customer and client satisfaction, and ensure the financial success of the service desk by optimising revenue and achieving KPIs.

• Complete formal coaching sessions with each agent monthly.
• Conduct call listening for your team to identify opportunities for recognition and development.
• Provide positive praise and recognition to encourage team working and conduct side‑by‑side coaching.
• Support the welfare of your colleagues by noticing challenges and taking ownership.
• Appropriately challenge inappropriate behaviour or conduct issues and manage accordingly.
• Take call escalations, resolving them as appropriate.
• Ensure accurate recording of time worked for every team member.
• Support new team members through onboarding.
• Identify key skills and strengths within the team and work to optimise them.
• Identify talent and encourage and support development.
• Clearly communicate targets and objectives, ensuring understanding.
• Manage performance to move good performance to great, manage underperformance and meet objectives.
• Stay highly knowledgeable of today’s business and new developments in products and services.
• Manage change effectively, supporting the team through change.
• Facilitate the continuous improvement process through Pit Stops, Zone In, Discovery sessions and team time.
• Follow compliance procedures and complete all required documentation, health and safety tasks and customer complaint investigations.
• Analyse performance data – KPIs, customer feedback, metrics – and translate into action plans.
• Understand the impact of actions to drive KPI performance and business success, recognising how improvement in one KPI can affect others.
• Liaise with clients, developing positive relationships and maintaining them to deliver against requirements.

True embrace, live and demonstrate the ATOS Values in every interaction with colleagues and customers.

Additional duties may be required as and when needed.

• 25 days annual paid leave
• Wellbeing programmes and work‑life balance events
• Private medical and dental care
• Pension contributions up to 10%
• Flex benefits programme
• Courses and certification opportunities
• Conferences and expert communities
• Charity and eco‑initiatives