Help Desk Supervisor

Help Desk Supervisor – Vilnius, Lithuania

Think you can keep operations ticking while motivating your team? Are you ready to unleash your potential in a global business that is committed to making financial services accessible to people everywhere? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Help Desk Supervisor.

Western Union powers your pursuit.

In this unique global role, we’ll be looking for you to lead our Help Desk team.

Role Responsibilities

• Conduct regular reviews and confirmation of processes within the team.

• Team development by providing feedback, conducting regular training, and service quality evaluations.

• Participating in, or leading projects in implementing new processes and operational changes.

• Manage a team of technicians and support staff, setting goals, delegating tasks, and providing guidance and direction.

• Ensure that technical issues are resolved in a timely and effective manner, minimizing downtime and impact on end-users.

• Monitor and improve the performance of the helpdesk call center, tracking metrics such as response times, resolution rates, and customer satisfaction.

• Develop, implement and/or update procedures and policies to ensure the helpdesk call center operates efficiently and effectively.

• Communicate technical information effectively to both technical and non-technical stakeholders.

• Ensure that staff members are trained and equipped to provide excellent customer service to end-users.

• Keep up to date with new and emerging technologies and industry trends.

Role Requirements

• Strong communication skills, both verbal and written, with fluency in English language.

• Customer-centric mindset towards our customers, stakeholders, staff, and management working in a multicultural environment.

• Ability to prioritize tasks effectively when dealing with multiple problems and staying focused in crisis situations.

• 5+ years of experience in IT support or helpdesk management is required.

• Experience in a people management role would be a great advantage.

• Strong problem-solving skills and ability to analyze complex issues.

• Customer service orientation and experience in managing difficult or frustrated customers.

• ITIL, CompTIA A+, Network+, Security+ certifications would be a plus.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The monthly gross base salary range is 2041 – 3083 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Lithuania specific benefits include:

• Private Health Insurance (3 options)

• Life & Accident Insurance

• Additional days off

• Wide variety of discounts and special offers

• ⁠Free Fitness facilities

• Volunteering activities

• Referral program

• Relocation Buddy support upon request

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

12-16-2024

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.