German-speaking Service Desk Team Leader

About the role

Evernex is looking for a German‑speaking Service Desk Team Leader to head its Service Desk operations in the NECE region. Based in Casablanca, you will bridge local activities with regional performance, ensuring high‑quality support and customer satisfaction.

Key responsibilities

• Lead, coach and motivate a team of Service Desk agents to achieve operational and service excellence.
• Monitor and improve key KPIs such as service level, quality, productivity and customer satisfaction.
• Conduct regular briefings and debriefings, fostering a collaborative work environment.
• Support team development through training, coaching and upskilling initiatives.
• Handle escalations and complex customer situations professionally.
• Ensure compliance with processes, procedures and quality standards.
• Identify gaps, implement corrective actions and drive continuous improvement.
• Provide regular reporting and insights to management on team performance.
• Collaborate with local and NECE Service Desk teams to maintain alignment and consistency.

Required profile

• Proven experience in IT support and customer service.
• Previous experience leading or supervising a team.
• Fluency in German (mandatory) and strong business English.
• Strong leadership, communication and interpersonal skills.
• Analytical mindset with ability to track performance and drive improvements.
• Bachelor’s degree in IT, Business or related field (preferred).
• Willingness to travel if required.

Required skills

What we offer

• Opportunity to work on global projects that promote sustainable IT.
• Casual, low‑hierarchy environment with emphasis on teamwork.
• Multicultural, inclusive workplace where every voice counts.
• Flexibility, trust and freedom to shape your role.