(Germanophone) Service Desk Team Leader

🌍 OUR MISSION

At Evernex, we believe millions of IT parts thrown away each year deserve a second life. That’s why we step in and give them a new purpose. From hospitals to banks to airports, we make sure critical systems stay alive and help businesses save cost while helping by the planet.

With teams across the world, from Paris to Melbourne, Dubai to Sao Paolo, Casablanca to Kuala Lumpur, we are building a future where IT is greener, smarter and sustainable. How does it sound to you?

More information is available at www.evernex.com

🌱 Why this role matters?

As a Team Lead – Service Desk, you will play a pivotal role in ensuring the operational excellence of our Service Desk activities across the NECE region. Based in our shared service center in Casablanca, you will bridge local operations with regional performance, ensuring high-quality support, strong team engagement, and customer satisfaction. Your leadership will directly impact service delivery, team development, and continuous improvement initiatives.

✨ How will you make an impact?

• Lead, coach, and motivate a team of Service Desk agents to achieve operational and service excellence
• Drive team performance by monitoring and improving key KPIs (service level, quality, productivity, customer satisfaction)
• Conduct regular team meetings (briefings, debriefings) and foster a positive, collaborative work environment
• Support team development through training, coaching, and upskilling initiatives
• Handle escalations and complex customer situations with professionalism and efficiency
• Ensure compliance with processes, procedures, and quality standards
• Contribute to continuous improvement by identifying gaps and implementing corrective actions
• Provide regular reporting and insights to management on team performance and activities
• Collaborate with both local and NECE Service Desk teams to ensure alignment and consistency

🎯 What makes you a great fit:

• Proven experience in IT Support and customer service
• Previous experience leading or supervising a team
• Fluency in German is mandatory, with strong business English skills
• Strong leadership, communication, and interpersonal skills
• Analytical mindset with the ability to track performance and drive improvements
• Flexibility and adaptability in a dynamic environment
• Bachelor’s degree in IT or Business, a related field is a plus
• Willingness to travel if required

💚 Why You’ll Love Working Here

Join Evernex and you’ll get to work on meaningful global projects that not only help companies build smarter IT but also make a positive impact on the environment.

We keep things casual and human — less hierarchy, more teamwork. You’ll find trust, flexibility, and the freedom to shape your role while being yourself.

And you’ll have fun along the way:

• Work for a global leader in sustainable IT lifecycle management.
• Enjoy a fast-paced, multicultural, and inclusive environment where every voice counts.
• Feel our culture that values well-being, cooperation, compliance, and an entrepreneurial spirit.
• Grow your skills with continuous learning and career development opportunities.
• Contribute to a more sustainable IT future — and actually see the impact of your work.