First Line Manager - IT Help Desk Team
Mexico City, Mexico, 00000
Who we are
Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.
The opportunity
IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey with us, your prime responsibilities are:
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People Management - Manage and lead the agents and subject matter expert(s) aligned to him / her, placed in 2-3 time zones / locations; Performance Management of the team.
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Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement
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Controls & Compliance - ensure all activities performed by his / her team are compliant with policies, standards, and processes.
How you’ll spend your day
- People and Team Management
- Lead, Coach & mentor a team consisting of Agents & Subject Matter Expert(s)
- Provide monthly feedback on performance to team members
- Provide feedback to the team members with respect to any concerns or improvement opportunities
- Operations Management
- Responsible for maintaining desired level / score(s) & enhancing End User Customer Satisfaction score, Agents’ Quality Tele - Monitoring score(s) and Agents’ Communication skills / score
- Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems, both, through direct intervention and mentoring and effectively delegate responsibility.
- Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data.
- Controls and Compliance
- Ensure team’s activities conform to controls and the operation is audit ready
- Drive audit readiness of the entire service delivery operation
Your experience and qualifications
- Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices
- Six Sigma Green Belt trained (preferably certified)
- Knowledge of Quality Tools, Systems and Processes
- Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project
- Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365
- Experience with ServiceNow or similar Incident Management Tool
- Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite
- Experience with working in a pharma / Biotech / GxP environment is preferred
- Bachelor’s Degree in computer science, Engineering, or related discipline with an IT certificate / diploma
- Quality Certification will be considered as an advantage
Reports To
Dir IT Operations IT Service Operations
Already Working @TEVA?
If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site
The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.
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