Job Description

As a German-Speaking Service Desk Team Lead, you will join Strategic Staffing Solutions International Client’s Global Delivery Service Operations team, supporting leading organizations in their digital transformation initiatives. With approximately 3,000 professionals across more than 25 locations worldwide, the organization delivers deep technology expertise and global service excellence.

In this role, you will lead and develop a multilingual service desk team, ensuring high-quality support and service delivery. You will oversee daily operations, guide team performance, and support customers with system-related inquiries and issue resolution. Working in a global environment, you will collaborate closely with colleagues across multiple regions, build strong international partnerships, and drive continuous improvement to enhance customer experience and operational efficiency.

General responsibilities:

• Manage team resource planning and follow-up to meet maintenance, support, and development requirements.
• Act as the first-level escalation contact for both customers and the team, developing strong relationships with stakeholders.
• Continuously improve services, processes and tools.
• Advise and support the team on functional requests.
• Assist the team in issue resolution.
• Create an inspiring team environment with a culture of open communication.
• Follow up on customer issues that require additional research.
• Demonstrate the highest level of customer service and professionalism.
• Participate in job interviews.

Job requirements:

• Excellent communication skills in German (C1/C2) and English language: Required for communication across our international locations and customers from Germany.
• Proven experience in leading and developing a team.
• Previous experience in customer service or customer-facing roles.
• Desire to grow and develop within IT industry.
• Proactive and analytical approach.
• Strong problem-solving skills, with a self-driven and creative approach to work.
• People management capability with ability to build, guide and motivate a team members.
• Excellent communication and relationship-building skills.
• Flexibility, mobility, and high level of self-motivation.

We offer:

• Monthly gross base salary from 2200 to 2700 EUR, depending on your level of expertise
• Hybrid way of working, based on your own preferences, with cozy office space in the center of Riga, when needed
• Family-oriented company values and healthy attitude towards work and life balance - granting additional 4 vacation days, birthday leave, "Happy Land" space in the office for children, etc.
• Individual development and learning plan, including yearly budget for external training
• Necessary essentials health insurance with dental services and sports coverage
• Possibility to work in mutual trust and positive team environment, to be creative and improve working flows by self-initiatives
• Friendly, multicultural and cooperation orientated colleagues