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MSP Team Leader

Krakow, Poland

Job ID: 7135

Date published: 8-Nov-2018

Pontoon drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organization. We ensure a superior candidate experience and maximize employer brand. We provide efficiency, flexibility and scalability. We manage and optimize supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization’s talent.

Proudly part of The Adecco Group – the world’s leading provider of workforce solutions and a Fortune Global 500 company – the Pontoon team supports clients across the globe in over 100 countries.


You will be based at client's office at Cracow Market Square. The client is search engine gigant!

The MSP Team Leader leads the team and provides frontline customer service and escalation support to internal team members, clients, staffing partners and users for the various supported Vendor Management Software solutions. Responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users.  Responsible for driving client and internally owned projects and initiatives, proposition solutions and building execution plans.

Responsible for case review, entry and maintenance with the VMS technology.  The MSP Team Leader must work with all parties for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all partners. Takes responsibility for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s. Works under general supervision.


  • Manages the end to end vacancy life cycle for open roles across the MSP program
  • Builds relationships with client workstream owners 
  • Establish and maintain rapport with the client
  • Acts as SME for tactical program management for their specific region/span of control
  • Provides customer with regular updates regarding the MSP activities and overall performance to metrics
  • Provides assigned resources adequate oversight, training and leadership to ensure they reach potential
  • Acts as the day-to-day escalation contact for Program team members within the account
  • Uses the VMS technology to ensure optimum, cost-effective, timely and high-quality results
  • Sits onsite with client to emphasize quality and service. Identify opportunities for further growth of existing accounts
  • Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements
  • In partnership with Program Manager, Trains supplier staff members so that each member is fully trained and 100% compliant to program expectations
  • Supports billing reconciliation and negotiations
  • Manages team members, both onsite and remote
  • Hold team members accountable to SLAs, client delivery, and other performance goals
  • Responsible for all people management, coaching and development, training, and other applicable responsibilities
  • Leads by example, responds and answers GUTS tickets and email correspondence in a timely manner/according to SLA’s within a customer centric Managed Service Provider (MSP) Programs
  • Uses working knowledge of various supported Vendor Management Software to troubleshoot issues
  • Uses standardized situational responses and processes to resolve customer issues for consistency but tailor’s appropriate response based on the situation to ensure the best possible level of service is delivered
  • Documents and escalates all contacts reported by users following Customer Support standard operating procedure
  • Resolves escalated customer issues that are not being solved by team or where customer escalates
  • Identifies solutions to ongoing or repetitive issues
  • Partners with client on projects and initiatives in ongoing business operations
  • Maintains and continually increases knowledge of supported software solutions and customer business processes
  • Maintains thorough and accurate documentation on any end user interactions
  • Pulls, prepares and checks reports for operational monitoring
  • Acquires knowledge through issue analysis, testing, and working with higher level support departments and aids in development and sharing of best practice
  • Escalates such issues according to standard escalation process
  • Closely monitor execution of Program Consultants & Coordinators to responsibilities/assigned tasks, ensuring program is achieving/exceeding predetermined company targets and SLA’s
  • Provide ongoing training to team as individual professional and/or business needs dictate.
  • Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed
  • Supports the Program Manager with new hire screening and onboarding
  • Assists Program Manager with staff scheduling changes to meet/anticipate business needs and is able to work flexible working hours to meet demands of the client
  • Meet with Manager on a regular basis to provide feedback but also to receive instruction or action
  • Interacts and coordinates with the Program Managers and Program Consultants frequently to communicate questions and receive updates on current requisition activity. Ensure work related information is circulated to entire team to avoid miscommunication, customer disruption, and/or lapse in customer service.
  • Other duties as assigned.


  • Minimum of four (4) years full time work experience with (3) years in service level industry and a proven track record measured by increased responsibilities
  • Previous account management experiences a must
  • Onsite client management experience a plus
  • Staffing and recruiting experience preferred but not required
  • Previous people management experience
  • Multi country/region experience a plus
  • Should have relevant Word/ Excel skills
  • Excellent comprehension and written/ oral communication skills in English
  • Critical thinking and problem-solving skills – able to make judgments in ambiguous cases
  • Strong client management capabilities, building rapport and confidence
  • Effective time management skills, able to multitask in a fast-paced, high-volume environment
  • Must be able to communicate effectively and clearly in writing and orally, both in one-on-one and in group presentation situations.
  • Ability to interact and communicate with all levels of staff and management.
  • High level of issue identification and problem-solving skills
  • High levels of customer service and relationship management
  • Experience of working to deadlines in a fast-paced environment with high-volume workload
  • Strong organization and planning skills, ability to manage high volume of work and multiple changing / conflicting priorities.
  • Strong work ethic, mature with positive and can-do attitude.
  • Excellent attention to detail

We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.