Homeoffice Remote Hands Team Leader bei Digital Realty Trust, L.P.

Your role

We're hiring two Remote Hands Team Leaders for our sites in London. The Remote Hands Team Leader manages a team of Technicians who handle customer requests and enable the operational continuity of the customer infrastructure. The team leader is an important contributor to a stable and well-organized department. 

What you’ll do

• Having people responsibility for a team of Technicians ensuring the site is run safely, efficiently, and in line with industry best practices and relevant compliance standards.
• Building a team cohesion and promoting a sense of teamwork and collaboration among team members, fostering a positive and inclusive team culture.
• From a team management perspective, overseeing the day-to-day activities of the team, ensuring that tasks are appropriately delegated, and deadlines are met.
• Motivating, encouraging, and inspiring team members to perform at their best and recognizing their efforts and achievements.
• Lead and ensure adherence to company Process, safety policies, operational efficiency, and core values.
• Supervise and mentor technicians, identifying training and development needs for team members and facilitating professional development opportunities.
• Deliver advanced technical customer service support and prioritize service requests.
• Manage compliance, administration, and documentation, ensuring adherence to regulations.
• Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.
• Assists Manager Remote Hands or Manager Data Center regarding communication with customer representatives during day-to-day operations and incident escalation.

What you’ll need

Hard Skills

• Proven experience in ‘Telecommunications, IT or electrotechnical, Network Infrastructure environment.
• Skilled in customer communication and handling customer requests / complaints
• Skilled in service-oriented software, tasks handling and administration
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Experience in team management, resource planning, coaching, training, developing and supervising staff.

Soft Skills:

• Demonstrate dedication, self-management, and proactivity.
• Foster a team-oriented approach with excellent interpersonal skills.
• Exhibit flexibility, reliability, and problem-solving orientation.
• Maintain a customer-focused mindset, seeking ways to enhance service and resolve customer problems in challenging situations.
• Demonstrate basic leadership attitude and excellent organizational skills.
• Customer and business-focused with a proactive approach.