Overview
TESISQUARE, with 30 years of experience, founded in Bra (CN) and active nationally and internationally, is a technology partner specialized in the design and implementation of collaborative digital ecosystems in supply chain management processes. The company is constantly engaged in the implementation of innovative platforms and solutions to support the entire digital transformation lifecycle. TESISQUARE's approach is based on the Values of Respect, Transparency, Accountability, Customer Centricity, Team Work, and Innovation, with a focus on own People.
We offer a dynamic, young and growing environment with the following benefits:
* Hourly flexibility;
* Smart working (hybrid mode);
* Food vouchers;
* Training & Certification with LMS Platform.
Role
In view of strengthening our Extended Integration Service Desk team, we are looking for a: Service Desk Team Leader
The resource will lead a team responsible for managing EDI orders, automatic replenishment, electronic invoicing, document archiving, and scheduling of incoming vehicles at the warehouse. Given the critical nature of the role, proactivity and strong client relationship skills are required. In addition, the resource will oversee support requests from internal teams, stepping in when the available expertise is not sufficient to resolve tickets.
Responsibilities
* Coordinating a team of 4 operators.
* Monitoring team performance, managing escalations, and ensuring compliance with SLAs (Service Level Agreements).
* Classifying and assigning tickets within the team according to priority.
* Managing periodic progress reports with clients and internal teams.
* Supervising documentation to ensure it is updated and accessible.
* Offer technical and procedural support to the team, helping them develop skills and improve service quality.
* Ensuring adherence to Incident Management, Service Request, Major Incident, and Change Control processes.
* Collaborating with other teams such as first-level help desk, Application Maintenance, and Delivery to streamline issue resolution, facilitate communication, and ensure smooth operations.
* Optimizing processes, identifying areas for improvement, and implementing best practices to increase efficiency.
Qualifications
* At least 5 years of experience in coordinating and managing a work team, within the supply chain sector, with solid knowledge of logistics and transportation processes.
* Experience in managing EDI flows, electronic invoicing, and document retention.
* Experience in managing ticketing systems and SQL.
* Excellent analytical skills.
* Strong organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously while ensuring high service quality.
* Excellent interpersonal and leadership skills.
* Customer-focused and problem-solving mindset.
* Excellent written and spoken English.
Location
Location: Turin office/Headquarters in Roreto di Cherasco (CN), Italy.
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