Help Desk Team Lead

SodaStream is the world’s #1 sparkling water brand and a global leader in producing home sparkling water makers. With products sold in over 46 countries, we’re passionate about reducing plastic waste and offering consumers a healthier, more sustainable beverage option. SodaStream is part of the PepsiCo product family, which supports the PepsiCo Positive (pep+) initiative, and strong business and social values to inspire and lead positive change. At SodaStream, we put the planet and people – first, to help create a better, more sustainable future for generations to come.

Role Objective:

Managing the Global Support team, which provides IT services and technical issue resolution for all employees across the organization.

Key responsibilities include Problem Management, task prioritization and delegation, escalating technical issues, and coordinating with other IT teams for problem resolution.

Key Responsibilities:

Managing the 1st-level support team, providing professional assistance and guidance for complex technical issues.
Conducting training sessions and onboarding for support representatives.
Writing and maintaining standard operating procedures and technical guides.
Defining work plans to improve team performance and meet SLA targets, tracking service requests, and generating reports.
Collaborating with global IT teams for issue escalation and resolution.
Managing MUO (Multi-User Outages) incidents.
Recruiting, retaining, and leading the team, including conducting team meetings, one-on-one discussions, and performance reviews.
Developing and promoting the team's professional and personal growth.

Requirements:

3+ years of experience in technical support within a helpdesk environment.
2+ years of experience in team management or supervisory roles in technical support.
Full Proficiency in operating, Networking, and communication systems (Windows, VPN, TCP/IP fundamentals, DNS), User & Security Management (AD(, Hardware, Software & Cloud Services, IT Service Management (ServiceNow or similar ticketing system).
Strong attention to detail.
Excellent interpersonal skills.
Ability to work well in a team.
High service orientation

Country:
Israel