Team Lead Service Desk & End User Support Services

  • FIFA
  • Hybrid (Zürich, Switzerland)
  • 23 Feb, 2024
Full time Coordinator Customer Service Leadership & Management

Job Description

As the organiser of some of the biggest and most iconic sport events in the world, we lead the way in the sport and event industry.

Join the team and support us on our mission.

THE POSITION

These are your key tasks:
  •  Overall responsibility and accountability for the End User Support, VIPs support and Service Desk functions. 
  • Working with the Head of End User Experience department to define the strategy and development of the End User Support & Service Desk functions. 
  • Overseeing the daily operations of the End User Support team globally, including Zürich, other FIFA office locations and at various event and tournament sites. 
  • Recruiting, training and supporting the End User Support team members. 
  • Coordinating day-to-day tasks and defining workload distribution and shifts in the team.
  •  Ensuring that the team and individual performance levels consistently meet or exceed the needs of customer per approved metrics. 
  • Managing the outsource agreements and relationship with the Service Desk and Local Technical Support provider, ensuring quality and adherence to SLAs. 
  • Ensuring that IT services are delivered effectively and efficiently, setting expectation of excellent customer services. 
  • Ensuring that Service Desk acts effectively as a single point of contact for FIFA end users support for the entire landscape of IT services. 
  • Defining and implementing standards and best practices, ensuring adherence to them and contributing to the continuous improvement of the related services and processes. 
  • Acting as an escalation point for staff members, taking action to meet and maintain goals and objectives. 
  • Assisting with the development of methodologies to increase First Call Resolution by establishing and maintaining effective working relationships within all IT Teams 
  • Overseeing the process for communicating outages and emergency activities to the FIFA end-users and IT Management. 
  • Assessing customer satisfaction levels via methods such as call-specific feedback and customer satisfaction surveys on a regular basis. 
  • Developing and providing reporting metrics and KPIs to IT Management and business as required. 
  • Supporting incident prioritization, resolution of end user requests, change management best practices, and socialization of these procedures to IT and supported end users. 
  • Ensuring all hardware and software assets under responsibility are properly managed throughout their lifecycle. 
  • Managing budget and procurement for areas under responsibility. 
  • Identifying technology trends and provide data on how this impacts the Service Desk.

YOUR PROFILE

We work hard at FIFA.
We are dedicated, ambitious and innovative.


And we respect our values. Always.

For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.

The specific competencies we require for this position are:
ITIL Service Operations certification and a working understanding of the ITIL framework
  • Experience and knowledge of IT Service Management tools (Service-Now preferred) 
  • Extensive technical skills (Office 365, Windows, Active Directory, Internet, Network, etc.) 
  • Exposure to emerging technologies and practices
  • Project Management certifications (i.e. PMP, Prince2) 
  • Experience with Agile product delivery practice and methods 
  • Minimum 10 years of overall IT experience and at least 5 years in a similar role 
  • Experience of managed service partner management and supplier management (supplier selection, SLAs definition and adherence monitoring)
  • Proven ability to lead and develop small to medium-size teams via coaching and mentoring 
  • Proven ability to ensure proper allocation of resources and tasks within the team 
  • Expertise in budget planning and financials management
  • Excellent customer service skills including effective listening, patience, empathy and diplomacy 
  •  Adaptability and flexibility to strive in changing environments
  • Excellent analytical, organizational and technical skills 
  • Proactive in identifying issues and providing solution 
  • Energetic, responsible, self-motivated 
  • Keen attention to detail 
  • Sense of ownership, accountability and prioritization
  • Work effectively across all levels of the organisation with the ability to maintain a high level of confidentially 
  • Good capacity to deliver under pressure and in autonomy 
  • At ease at working in a team-oriented, collaborative environment 
  • Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical concepts clearly and effectively at all levels of the organization 
  •  University degree or similar higher education, in Information Technology, Computer Science or related field 
  • Strong leadership and team management skills 
  • Excellent stakeholder management skills 

PERKS & BENEFITS

The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.

Alongside that privilege, we also offer some extra perks and benefits:

  • Health and fitness: Regular football sessions for all abilities, plus on-site gym.
  • Home office: Up to two days of home office per week if work permits and home office allowance for all.
  • Language courses: Offered to all staff to aid personal and professional growth.
  • Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
  • Pension: Flexible pension benefits with generous employer contributions.
  • Relocation assistance: A dedicated team will be on hand to support your relocation.
  • Sustainability: We support all employees using public transport.
  • Vacation: Maintain a healthy work/life balance with a generous vacation allowance.
  • Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.

About FIFA

We are FIFA, the global governing body for football.

Our vision is to make football truly global, diverse and inclusive, for the benefit of the entire world. The last FIFA World Cup in Qatar in 2022 attracted more than 5 billion viewers and the last FIFA Women's World Cup in Australia and New Zealand in 2023 was the greatest-ever FIFA Women's World Cup that inspired millions of girls and women around the globe. The opportunities for growth are exciting.

We are a modern organisation with over 850 passionate employees who are Living Football every day. Our headquarters are based in Zurich, Switzerland, and we have offices in Miami and Paris, plus eleven regional offices from New Zealand to India, Congo, Panama and Paraguay.