Workforce Management Lead – Service Desk

Join TietoEVRY in the unit of Service Desk - Workforce Management and become part of the team securing the best Service Desk solutions for customers from all around the globe. Workforce Management Lead is a highly responsible role that interacts with all levels of management and Service Desk Specialists while directly impacting the ability to meet customer-defined goals and deliver world-class SD experience. We offer working experience on an international level in a leading global IT company with Scandinavian values, business stability, openness and  possibility to work from home within Latvian border!

As part of your job you will be responsible for:

• Effective scheduling and optimizing schedules on weekly, daily basis of Service Desk Specialist across multiple countries.
• Detecting and preventing disruptions in day-to-day service desk operations to ensure consistent service levels for our customers.
• Proposing and implementing improvements to optimize service desk operations.
• Creating, distributing and presenting reports to key stakeholders on a regular basis.
• Form effective communication and close collaboration with service desk managers, specialists and all key stakeholders.
• Continuously maintain and develop one’s work-related knowledge and sharing best practices.

Expected requirements:

• Fluent in English language, at least B2.
• Relevant work experience; academic degree and/ or related certifications.
• Knowledge of the business environment - IT Service Desk / Customer Service operations as advantage.
• Strong computer skills: Proficient user of Microsoft Office tools (Excel, PowerPoint, Teams).
• Advanced analytical, problem-solving, decision-making skills and able to manage stress in a constructive way.
• Result-oriented mindset with excellent communication, cooperation and customer service skills.

We offer you 

• Challenging work and working experience on an international level in a leading global IT company.
• Professional and personal development opportunities. 
• Scandinavian values, business stability and openness.
• Dynamic and friendly work environment.
• Excellent and competent colleagues. 
• Working normal business hours and possibility to work from home within Latvian border.
• Competitive remuneration up to 1900 - 2500 EUR monthly/gross* and benefits package (health insurance, sports and a lot more).

*Monthly salary offer will be defined based up on the candidate’s professional competence compliance with job demands. The salary is a part of the remuneration package provided by Tieto Latvia, that includes additional bonuses and opportunities (health insurance, additional holidays, professional development etc.)