Company
Technology
ServiceDeskTeamLead
“Service Desk Team Lead. Skills: Service desk operations, Team leadership, IT support. Lead, coach, and support a team. Deliver high-quality, customer-focused technical support”
What You'll Achieve.
Deliver high-quality support; Ensure timely resolution; Efficient handling of support demand; Seamless service delivery; Operational improvements; Influence service standards; Achieve operational excellence
Industry & Context.
Troubleshooting; Analytical skills; Problem-solving skills; Root cause resolution
Supporting global users, Multiple time zones
What They're Looking For.
Must Have
5+ years of experience in IT support or service desk, Prior leadership or senior-level responsibilities, Experience supporting global users, Hands-on technical expertise with Windows, macOS, iOS, Microsoft 365 administration, Experience with ticketing systems, Troubleshooting, analytical, and problem-solving skills, Excellent communication and stakeholder management skills
Nice to Have
ITIL frameworks and service management best practices knowledge, Microsoft Defender administration, Intune/Autopilot administration, SharePoint administration, Teams administration, IT certifications such as ITIL, Microsoft, CompTIA
What You'll Do.
customer-focused technical support
Oversee daily service desk operations
Ensure timely resolution of incidents
Manage resource allocation
Act as primary escalation point
Develop service desk documentation
Maintain knowledge base articles
Maintain standard operating procedures
Monitor service performance metrics
Produce regular reporting
Drive continuous improvement initiatives
Collaborate with internal IT teams
Collaborate with external vendors
Ensure seamless service delivery
Support ICT leadership
Execute IT initiatives
Ensure consistent communication
Ensure high-quality customer service
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal IT teams; External vendors; ICT leadership; User groups; Stakeholders
Communication Scope
Stakeholder management; Technical communication; Non-technical communication
Process & Methodology
IT initiatives
Applying for this Service Desk Team Lead role?
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