IT SERVICE DESK TEAM LEAD

About Cigna Let us tell you a little more about us.
Cigna exists to improve lives.
Together, with our employees worldwide that service Cigna, Express Scripts and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions.
When you work with us, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place.
What difference will you make? Join us to find out.
About the Job Cigna is seeking an experienced IT Service Desk Team Leader to join our team in Spain (Madrid).
If successful, you will join a well-established organization that is passionate about delivering excellent service to our internal business units.
Key Responsibilities.
Successfully leading the IT Service Desk team, instilling a customer service culture, and motivating team members to achieve their goals Fostering client relationships and developing a culture of trust with our internal clients Provide a point of service escalation Improve team processes to meet applicable service level agreements Conduct quarterly reviews with all team members, including goal-setting Support the Service Delivery Manager in service planning, reporting and continuous improvement Provide direct customer support by phone, email, and remote support tools Quickly and accurately determine incident scope and impact, whilst tracking issues to resolution Monitor and drive improvements to our Knowledge Management system Collaborate with your peers in other Cigna offices.
Key Skills / Experience Required.
Experience with high volumes of ticket management, configuration, and asset management systems Excellent written and verbal communication skills (Spanish and English) Excellent reporting and documentation skills Supportive, customer-focused Challenging beyond the team to obtain the right outcomes You will collaborate closely with other delivery teams to execute any opportunities for continual improvement Experience in the typical incident and major incident management processes, including experience in acting as the main point of contact for senior stakeholders during major incidents Strong influencing and communication skills and an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel Perform follow-up on incidents with users to ensure customer satisfaction Be a bridge between customers and the internal technical teams Report on client performance, KPI / usage / bottlenecks Key Skills / Experience Desired.
ITIL Qualified Why should you join Cigna? You will get the chance to work with a global, truly innovative and flexible Technology division that is growing rapidly due to continued success and massive transformation.
We are constantly investing in, improving and innovating our global technology stack.
Right now we are investing in Cloud, AI & ML as well as working heavily with Agile and DevOps methodologies.
You will join a business that truly invests in you as a person.
You will be offered the opportunity to progress your knowledge and skills through both internal and external training, collaborate within Cigna's Salesforce guild and with other developers/administrators and much more.
FLEXIBILITY – We are a truly flexible business.
We offer remote / home working as well as flexible start/finish times.
We pride ourselves on being able to offer a true work/life balance for all of our employees.
About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life.
We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.
Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email.
for support.
Do not email for an update on your application or to provide your resume as you will not receive a response.
Doing something meaningful starts with a simple decision, a commitment to changing lives.
At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve.
Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients.
Join us in driving growth and improving lives.