Team Lead - End User Services Americas

Job description

You’re an important part of our future. Hopefully, we're also a part of yours! At B. Braun, we protect and improve the health of people worldwide. This is also our vision for IT. You see technology as an opportunity, and you develop solutions that secure our business in the long term, we would like to implement the digital transformation of B. Braun with you. With fresh ideas, drive and team spirit, we are working to launch the medical technology of tomorrow and safeguard the healthcare of the future. Together. That's Sharing Expertise. Purpose of the Position The Team Lead End User Services Americas is responsible for leading the regional End User Services team and ensuring high-quality Service Desk and Field Service operations. The role focuses on people leadership, service excellence, operational performance of the current team, and continuous improvement in supporting the global End User Services roadmap. Responsibilities (Please describe the main responsibilities of the position: what you do, through what means, and why you do it.) Lead, coach, develop, and manage the regional End User Services team. Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction. Ensure efficient Service Desk and Field Service operations and achievement of agreed SLA/KPI targets. Act as the primary escalation point for operational service issues. Drive continuous service improvement and identify optimization opportunities, especially around automation Lead, coach, develop, and manage the regional End User Services team. Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction. Knowledge & Skills Type Describe Mandatory / Desirable Language English C1 ☒ / ☐ Language Portuguese ☐ / ☒ skills Intermediate - Advanced ☐ / ☐ Programs Several years of experience in IT Support, Service Desk, or End User Services environments Proven leadership experience in managing operational support teams Strong knowledge of Incident Management and IT Service Management processes Experience with ITSM tools, ideally ServiceNow Experience with SLA/KPI management and service reporting Strong communication and stakeholder management skills Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives around the world.