Application Support Team Leader
Support
Application Support Team Leader
Sapiens
Katowice
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
ITIL
Job description
Online interview
Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.
Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 30-year track record of delivering to more than 500 organizations, Sapiens’ team of over 3,400 operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.
Over the last year, Sapiens Service Desk has become a vital part of any service operation performed by Managed Services.
A key point to understood is that, no matter how efficient the Service Desk and its members are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with Service Desk to present and deliver a “joined up” approach to customers.
The focus of the Service Desk is to provide support for ‘people and business’ rather than simply technical issues.
We are looking for a highly motivated Application Support Team Leader with proven management skills. A strong track record of post-production supporting services is required.
Job description
Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 30-year track record of delivering to more than 500 organizations, Sapiens’ team of over 3,400 operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.
Over the last year, Sapiens Service Desk has become a vital part of any service operation performed by Managed Services.
A key point to understood is that, no matter how efficient the Service Desk and its members are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with Service Desk to present and deliver a “joined up” approach to customers.
The focus of the Service Desk is to provide support for ‘people and business’ rather than simply technical issues.
We are looking for a highly motivated Application Support Team Leader with proven management skills. A strong track record of post-production supporting services is required.
Job description
- Responsibility for the day to day management of the team
- Supervise performance of Sapiens Service Desk ensuring that customers are receiving service in line with SLAs
- Management of shirt rotas to ensure sufficient cover in place
- Take care of team members motivation and engagement
- Resolve customer escalation
- Report to senior managers on any issue that could significantly impact the business
- Attend Change Advisory Board meetings
- Take overall responsibility for incident management and request fulfilment on the Service Desk
Requirements
- A minimum of 3 years’ experience in a Team Leader IT Service Desk
- IT Education
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
- ITIL knowledge and understanding of best practices for service management
- Excellent organization and prioritization skills
- Fluent English, excellent communication skills
- Flexibility - <span style="font-family:"Times New Roman",serif">Work in shift mode
- Ability to work under pressure
- Decision-making skills
We offer
- Stable employment – permanent job contract
- Stable project & diversified working environment
- Private medical healthcare & Multisport card
- IT-specific, friendly dress code that you will become a fan of
- Attractive employee referral program and bonuses
- shift work bonus
- joining bonus;)
Apply now