Technical Team Leader

Are you ready to embark on an exciting journey with CTG IT Solutions? We are currently looking for an experienced Technical Team Leader to join our team and work within a prestigious European Institution in Luxembourg.

In this role, you will be responsible for the daily operational management and coordination of proximity support teams, ensuring high-quality service delivery, effective resource planning and continuous improvement.

Your tasks

As a Technical Team Leader, you will play a key role in the day-to-day management of the support team. Your responsibilities will include: 

• Lead and coordinate proximity support teams, ensuring smooth daily operations and effective workload distribution
• Plan and allocate resources, including shifts, holidays, projects and operational activities
• Define tasks, priorities and objectives for the team and follow up on their execution
• Monitor service levels, SLAs, quality indicators and operational performance
• Use ServiceNow extensively for reporting, dashboards, data analysis, ticket monitoring and SLA follow-up
• Prepare and deliver accurate operational and management reports
• Monitor activities against agreed plans, timelines and service objectives, taking corrective action when required
• Identify operational risks, challenges and areas for improvement
• Manage escalations and ensure appropriate follow-up of incidents and service-related issues
• Develop and maintain operational procedures
• Drive service enhancements, process improvements and optimisations
• Facilitate and lead meetings with internal users and relevant stakeholders
• Monitor user satisfaction and contribute to improving the overall quality of service
• Provide effective leadership to the team, supporting team members in their daily activities and professional development
• Act as a key point of contact between the operational team, management and stakeholders

Your profile

We are looking for a hands-on Team Leader with a strong background in IT proximity support and operational team coordination.

You should bring:

• Strong ServiceNow expertise, particularly in reporting, dashboards, analysis and SLA monitoring
• Proven experience leading proximity support teams
• Previous hands-on experience in proximity/IT support, allowing you to understand the technical and operational challenges faced by the team
• Strong experience in team coordination, planning and operational follow-up
• Solid project management skills, particularly for operational improvement, deployment and service related initiatives
• Strong leadership and organisational skills, with the ability to guide and support a team in its daily activities
• Excellent communication and stakeholder management skills
• Strong customer and service-oriented mindset
• Good knowledge of IT hardware and software environments
• Very good knowledge of Microsoft Office applications
• Knowledge of ITIL-based IT service management environments
• Ability to multitask, work autonomously and remain effective in a demanding operational environment
• French and English at minimum B2 level, both written and spoken

Education

• Bachelor's degree + at least 7 years of relevant Team Leader experience, or Master's degree + at least 5 years of relevant Team Leader experience

Our offer

• An attractive salary package ranging from €66,000 to €75,000 gross per year, with or without a company car
• 12 additional paid leave days per year (RTT) to support a better work-life balance
• Meal vouchers as well as monthly net allowances to cover representation expenses, internet costs, and the use of your personal equipment
• Eco vouchers to support your everyday eco-friendly purchases
• Hospitalization insurance fully covered by the company for your personal coverage
• An annual bonus  
• A personalized development program, including at least 7 training days per year to help you enhance your skills
• Access to the Employee Club, giving you access to a wide range of daily benefits and discounts