10 – IT Service Lead Description He lead supports a company's service activities by directing and overseeing team members, resolving notably customer questions or complaints, and developing programs and procedures to enhance productivity and performance. MAIN TASKS: He ensures that customers are satisfied at all times. He supervises and manages of the service team, He coordinates the customer service team He provides direct customer support He trains staff members to provide the highest standards of customer service He ensures that all company policies are followed. He reviews and resolves escalations ADDITIONNAL TASKS: He trains new hires He participates in production for its perimeter He evaluates team members He improves support process Fluent in FR-EN or NL-EN is a MUST (and understanding of other language NL/FR) Skill Score Years of Experience Seniority Level Multilingual (English - Français - Nederlands) 10 — Yes Training skills 8 10 Years Senior (8 years < x <= 10 years) Coordination skills 8 10 Years Senior (8 years < x <= 10 years) Experience in Digital Workplace Services 8 10 Years Expert (+10 years)