L2 Technical Support Lead (UA Private Entrepreneur)

Company Overview: brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.

Job Summary: As the Technical Support Lead, responsibilities include managing the incident queue, handling escalations, and overseeing complex incidents for Siemens. The role involves tracking support agent performance, maintaining regular communication with the team, and continuously improving support processes. Duties also include maintaining documentation and collaborating with other departments. The focus is on ensuring high customer satisfaction, monitoring performance, and utilizing ServiceNow expertise to enhance support efficiency.

Essential Functions / Duties / Responsibilities:

• Incident Queue Management:
  • Distributing tickets between the agents,
  • Tracking agreed SLAs and other KPIs based on created reports in ServiceNow / FutureNow,
  • Prioritizing high-priority incidents, analyzing and optimizing support agents' queues,
  • Escalating and collaborating with Atos/Siemens teams about the priorities or challenges.
• Support Agent Communication:
  • Regular communication with support agents to ensure clarity and alignment, handling one-on-one meetings with agents.
  • Escalation Handling: Managing escalations for support-related issues efficiently
  • Complex Incident Management: Handling high-complexity incidents.
  • Performance Monitoring: Tracking and evaluating support agent performance to ensure high-quality service
  • Training and Development: Providing training and development opportunities for support agents
• Process Improvement: Continuously analyzing and improving support processes for efficiency. Raising proactive Problem tickets on major or repeated issues.
• Customer Experience: Ensuring an exceptional customer experience through proactive problem-solving
• Documentation: Maintaining detailed and accurate documentation of incidents and resolutions. Creating a Knowledge Base Article on ServiceNow / FutureNow issues in the teams scope.
• Collaboration: Working closely with other departments to resolve complex issues and improve overall support

Supervisory Responsibilities:

• Interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Minimum Qualifications:

• 2 to 3 years in a leadership role
• Experience with ServiceNow; ServiceNow CSA
• Proficient in Microsoft Office
• Excellent communication skills
• Excellent spoken and written English
• Strong commitment to quality and customer experience

Required Knowledge/Skills/Abilities: 

• Strong supervisory and leadership skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them when appropriate
• Strong technical skills and knowledge of computer systems, networks, and software applications
• Strong leadership qualities, including the ability to motivate and inspire team members, and foster a collaborative work environment
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment
• Good to have a telecom background
• Excellent command in spoken and written English

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.

Location: Remote, Ukraine Private Entrepreneur

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check. All employees must adhere to brightfin’s Information Security and Privacy policies and procedures.