Service Desk Supervisor with French Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 10,000 professionals, is looking for a Customer Service Representative with Fluent French to join one of our teams! About the Job: As a trusted advisor to Matrix Global Services, the Service Desk Supervisor will support the Service Desk Manager to effectively manage a team of 18 service desk analysts in a 24/7: front facing IT department. Staff requires supervision/support around the clock to effectively service the end users. Responsibilities: • Schedule trainings and provide daily guidance to the Service Desk staff, ensuring staff is informed and remains current in procedures. • Assists Manager with Oversight of the day-to-day activities of the Service Desk: ensuring analysts are logged in, taking calls, providing timely and professional delivery of technical support for calls on network problems, computers, core software products and related hardware peripherals and ensure IT Service Desk staff’s idle time is minimal. • Monitor IT Service Desk ITSM ticket queues and unassigned tickets. • Assists Manager with planning, organizing and directing the work of the service desk support staff. • Ensure that customer service and communication with customers are a priority - exhibit problem-solving skills in both routine and emergency situations. • Consistently demonstrate customer experience skills by placing customer perception concerns first. • Train Service Desk staff on areas of responsibility, new technology and support procedures. • Ensure Service Desk staff provides consistent, high-quality, and professional service (including communication and telephone skills). • Monitor Service Desk activities and respond to inquiries, provide technical troubleshooting, determine type of request, diagnose issues and provide solutions or escalate complex problems to appropriate support group. • Serve as an escalation point for Service Desk staff. Requirements: • 6+ years of overall experience in related field. • 2+ years of management experience • 2+ years of Help Desk experience • 1+ years of ServiceNow preferred • Bachelor's Degree • Experience managing teams of 10+ • Previous experience with metrics and reporting • Process Improvement experience • Ability to work remotely with possibility of onsite work • Ability to work occasional weekend or evening shifts. What we can offer: • Remote work and flexible working hours • Additional private medical and dentist insurance • Monthly food vouchers • Monthly transport coverage • Additional Family-friendly benefits • Professional and career benefits • Access to online courses • Sport activities • Celebrating happy hours • Internal sports competitions • Top-quality work environment If you are looking for stability, professional growth, long-term career, and technology challenges in the sought-after companies – come and join us today! One last thing, if you have a lot of these skills, but not all of them, please still apply. We love to teach those who are willing to learn.