Service Desk Agent - Team Lead

Help make our customers happy today and their experiences better tomorrow.

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

All about the role:

As the Team Lead for the IT Service Desk at Electrolux, you will play a pivotal role in driving operational excellence and fostering a high-performing team environment.

Your primary responsibility will be to oversee the daily operations of the service desk, ensuring seamless resolution of IT-related issues (level 1 and 2) while effectively managing escalations.

You will act as the crucial link between the team and management, coordinating the implementation of new processes and collaborating with stakeholders to ensure alignment and consistency. In this dynamic role, you will actively participate in change management initiatives, championing innovation and adaptability.

By cultivating a culture of collaboration and strong values, you will empower your team to deliver exceptional support and drive meaningful impact across the organization.

What you'll do:

• Handle team escalations and ensure timely resolution of IT-related issues.

• Coordinate new processes between the manager and the team to ensure operations can continue to run.

• Work with other stakeholders to align new processes and ensure they are effectively implemented.

• Be actively involved in change management processes to ensure successful adoption of new technologies and processes.

• Assist the Service Desk Manager with reporting metrics for the team.

• Manage the flow of Knowledge Articles within ServiceNow and ensure they are up-to-date.

• Represent the Service Desk in daily activities and meetings.

• Deliver excellent customer service to the user base, including call center users, factory users, and office personnel.

Qualifications required:

• High School diploma or equivalent.

• Associates degree in field related to Computer Technology, IT, or technical field (preferred)

• 2 years of IT experience (School or Work related)

• Proficiency in using IT service management tools, such as ServiceNow.

• Proven and solid experience role within an IT Service Desk environment.

• Ability to handle escalations and manage high-pressure situations effectively.

Where you'll be:

This position will be based at our Headquarters in Charlotte, North Carolina.

Benefits highlights:

• Hybrid work model

• Medical, dental, vision and life insurance

• Competitive holiday and vacation time off program

• Retirement Savings Plan (401(k)) with relevant company contribution.

• Discounted products and an EAP upon hire and tuition reimbursement after 12 months of service

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

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