Team Lead
4 days ago
5 day work week
2 years renewable contract
Job Description
· Assist the Ops Manager to oversee the delivery of IT services.
· Leads the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.
· Lead the team of Service Desk engineers to provide L1 and L2 on-site / remote IT support for CLIENT employees.
· Provide dedicated support for approximately 200 VIP users.
· Be available for after-hours VIP (VP and above) support. Advanced notice will be provided by our team.
· Update the EDX team on the daily manpower movement within the Service Desk team.
· Lead and supervise the Service Desk engineers, ensuring adherence to established processes and best practices within the IT Service Desk playbook.
· Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex technical issues.
· Foster a positive team environment, promoting a culture of excellent customer service and continuous improvement.
· Monitor and manage all ESM tickets and appointment system, ensuring Service Desk engineers to ensure SLA is met.
· Ensure balance of workload amongst the team.
· Escalate any company-wide incidents (disruptions or outages in CLIENT's corporate systems) or user dissatisfaction to EDX team in a timely manner.
· Provide knowledge sharing on desktops problems encountered during the course of work with reference to our playbook. The Ops manager may consult the Team lead updating the solutions/knowledge in a playbook for the team’s reference and to facilitate self-service troubleshooting by CLIENT users
· Track and analyse frequent complaints via employee feedback to identify areas for improvement.
· Work with the Ops manager to provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
· Assist to implement service improvement plans approved by the EDX team.
· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
Education
· Degree in Computer Science, Information Technology, or a related field preferred.
· Diploma in Computer Science, Information Technology or a related field.
Certifications
· The below certificates will be an added advantage
o Microsoft 365 Certified: Endpoint Administrator Associate
o Microsoft 365 Certified: Fundamentals
o CCNA
· ITIL 4 Foundation Certification.
Technical Skills
· Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
· Expertise in macOS, iOS device management and troubleshooting.
· Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.
· Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions
· Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
· Proficiency in using ESM tools such as ServiceNow.
Experience
· Prior experience in managing IT Service Desk daily operations and teams for at least 3 years.
Soft Skills
· Strong leadership in managing a team.
· Strong communication and interpersonal skills.
· Problem-solving abilities and analytic skils.
· Strong time management and multitasking skills.
· High level of customer service orientation.
· Ability to work in a fast-paced environment.
Tell employers what skills you have
MacOS
Service Orientation
IT Service Management
Video Conferencing
Troubleshooting
Laptops
Interpersonal Skills
Multitasking Skills
Windows OS
Windows
Team Lead
ITIL
ServiceNow
Customer Service
Service Delivery
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