.Together, we're on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It's a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world's leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization's Essential Medicines List.Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we're always looking for new ways to continue making a difference, and new people to make a difference with.The opportunityIT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.Your prime responsibilities are:People Management - Manage and lead the agents and subject matter expert(s) aligned to him/her, placed in 2-3 time zones/locations; Performance Management of the team.Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him/her with respect to call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement.Controls & Compliance - Ensure all activities performed by his/her team are compliant with policies, standards, and processes.How you'll spend your day:Lead, coach & mentor a team consisting of Agents & Subject Matter Expert(s).Provide monthly feedback on performance to team members.Provide feedback to the team members with respect to any concerns or improvement opportunities.Responsible for maintaining desired level/score(s) & enhancing End User Customer Satisfaction score, Agents' Quality Tele-Monitoring score(s) and Agents' Communication skills/score.Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems.Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data.Ensure team's activities conform to controls and the operation is audit ready.Drive audit readiness of the entire service delivery operation.Your experience and qualifications:Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices.Six Sigma Green Belt trained (preferably certified).Knowledge of Quality Tools, Systems and Processes