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Team Lead L1 Support

Remoten/a, Zuid-Holland, NetherlandsCloud & Delivery - Customer Service

Job description

Based on your experience and pragmatism, you will be focused on efficiently delivering success to our ever-growing customer base with a highly motivated team within your region.

You will work closely together with the Global Support Manager and the Regional Support Manager, your own support team (Customer Engineers L1), regional teams and internal operational departments (Cloud, Product and Development).

You are responsible for the quality of 1st line support to our partners and direct customers. You are capable of working according to the ITIL Service Framework and reflecting this back to the operational departments.

Bring the Support organization in your region to the next level, mainly focused on supporting our ever-expanding Fortune 500 customer base.

Your responsibilities: 

  • Drive effective automation, efficient team collaboration and knowledge sharing
  • Improve team productivity by increasing competency and continuous ‘improvement mindset’
  • Proactive comms, empathy, coaching to follow processes, and other ways of working
  • Lead and resolve escalations where needed and actively coach your Technical Leads and Engineers to prevent escalations
  • Ensure efficient collaboration and alignment between the various operations and services teams of the broader Anywhere365 Group
  • Improve work instructions on a) triage b) gathering information c) dispatching tickets over people and regions c) telephony availability d) managing customers and partners
  • Contact with our most important partners, through participation in case of escalations (Together with the Technical Lead)
  • Managing and reporting Support KPI’s of your region (Availability, C-SATSLA, CTBA, #Tickets)

Job requirements

We pick competencies over skills

Can you convince us that you:
  • Are flexible, polite and empathetic towards customers and co-workers
  • Work autonomously and are helpful and a mentor towards your co-workers
  • Work accurately and are analytical and curious
  • Are aware of what it's like to work for a rapidly growing company and comfortable working under pressure with strict deadlines
  • Are a team player, bringing people together around common goals
  • Have an eagle-eye view of the entire quality of support
  • Take ownership
  • Are a people manager, coaches and guides a team of employees

If this sounds like a reflection of yourself then we might be going in the same direction!

OK, let's face it, you need to have some skills to make the mission possible

  1. You are an expert in ITIL process management
  2. You have proven experience in identifying and defining global uniform processes
  3. You have experience beyond the process, think of solutions that bridge departments and services
  4. You understand how to implement professionalizing changes within a fast-growing company

Some last notes

Is chaos a bit of a guilty pleasure for you? Then be prepared for some excitement because no day is the same at Anywhere365 and changes can be right around the corner. These difficult roads will substantially add value to your development and work experience because they often lead to beautiful destinations!

But the real reason to choose us? You get the opportunity to experience what it's like to work with proud, smart, devoted and cooperative colleagues that are passionate about our dialogue products and Microsoft technology; just like you, they go the extra mile to deliver top-notch solutions. If this sounds like what you’re looking for to find in a team, then we definitely tick that box!

Anywhere365 is committed to creating a diverse environment and is proud to be an equal opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the recruiters are happy to answer any questions!