Global Coty Service Desk Supervisor

IT Service Delivery / Infrastructure – Warsaw, Poland (Global)

COTY is looking for smart leaders who are fast and passionate. We’re Coty, one of the world’s largest beauty companies with a portfolio of iconic brands across fragrance, colour cosmetics, and skin and body care. Coty serves consumers around the world, selling prestige and mass market products in more than 130 countries and territories. Coty and our brands empower people to express themselves freely, creating their own visions of beauty; and we are committed to making a positive impact on the planet.

The Global Coty Service Desk Supervisor primary focus is to manage a local team and oversee all Coty Service desk calls, requests, incidents, resolution, and reporting.

The Global Coty Service Desk Supervisor will report to the Global IS & DT Service Delivery SR Manager with a strong collaboration with various stakeholders across the Coty Business Units and IT.

The Global Coty Service Desk Supervisor is a well-rounded individual who must have superior customer service and relationship management skills.

In this role you will be responsible for:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following.

• Lead and manage the Coty Global Service Desk team.
• Manage the teams call, chat, request queue, prioritize and provide guidance to the team.
• Have Day to day people management for the 1st level IT support team. This includes but is not limited to absence management, performance management, people development, employee engagement, and embedding a strong culture of customer service and integrity.
• Managing the priorities and workflow of IT (1st level), ensuring that decisions made provide the most efficient service to our customers.
• Ensure established processes are followed and assist in reporting on Service Desk effectiveness.
• Report on SLA’s, KPI Metrics
• Attending change management meetings conducted by Global IT and ensuring that the content of these meetings is fed through the Global Service Desk team, where impact is understood.
• Ensuring the help desk is sufficiently resourced at all times, paying particular attention to holiday and sickness management, and on-call scheduling and escalation.
• Monitoring incoming requests for service desk support to identify trends in requests or complaints that require further investigation.
• Act as escalation point for any Service Desk issues.
• Perform any other duties to ensure the efficient running of the Coty Global Service Desk
• Join the On-call rota for the Critical Incident Management team, where you will be the duty Incident Manager on a rota basis.
• The ability to Support and coach team members on effective methods to research, troubleshoot, and deliver solutions.
• Relationship management of all key stakeholders at an operational level across the IT Support Teams.
• Managing the priorities and workflow of IT (1st level), ensuring that decisions made provide the most efficient service to our customers.
• Conducting regular team meetings to review progress and the team’s development.

We’d love to see candidates who have:

Essential:

• Very good English language skills (verbal and written)
• Strong, High Touch Customer Service Skills
• Ability to lead and support Level 1 Technicians in troubleshooting, Quality Assurance and Quality Checks
• Ability to operate in high-pressure situation, handle multiple priorities and maintain a high level of discipline while remaining flexible and maintaining composure.
• Possess people and analytical skills with demonstrated problem-solving ability.
• Understand different KPI’s like Average Handle Time, First Call Resolution, Abandoned Calls, Average Speed to Answer etc.
• Experience of Managing and maintaining departmental standard operating procedures, work instructions, Knowledge Articles and troubleshooting documentation.
• Good Working Knowledge of ITIL Best practice

Desirable:

• ITIL Qualification / IT Certification
• Understanding of large, multinational corporate environments
• Aligning processes to IT best practice guidelines.

This is a unique role with a genuine opportunity to make an impact. You’ll get to work in a diverse environment with a team of professionals who are passionate about the work they do and know how to have some fun along the way.

Coty’s global omni-working policy provides the option to work up to 50% of your month remotely.  We believe that a more flexible philosophy of remote working will give everyone the freedom to choose what works for their individual circumstances and empower them to always perform at their best.

Our people make us who we are. They are the brightest minds bringing the boldest ideas to life every day. If you’re the kind of person who refuses to settle, if you want to think bigger, learn faster and go further than you ever thought possible – we’d love to hear from you.

Coty is deeply committed to Changing the Conversation around Diversity, Equity & Inclusion in an effort to create a more open, inclusive, and diverse workplace where all employees can be their authentic self.