Job Description

Your role

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.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx(TM)) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.