IT Service Desk Lead

SUMMMARY:

IT Service Desk Lead is responsible for overseeing the IT service desk operations, ensuring efficient service delivery, and leading the support team.

**This is a hybrid role. New hires report on-site for the first 3 months of employment before transitioning to a hybrid set-up.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Supervise a team of Service Desk members, providing guidance and support, and training ensure high quality of support.
• Oversee the logging, tracking, and resolution of IT incidents, ensuring issues are resolved according to SLAs.
• Knowledgeable in Service Desk process as he/she may need to support users when necessary.
• Facilitate weekly meetings that require little to no manager’s visibility, e.g., Weekly Ticket Review
• Monitor individual and team performance, conduct regular touch point, provide constructive feedback, and implement performance improvement plans.
• Ability to work effectively with cross-functional teams, including IT counterpart, stakeholders, operation personnel, support function groups, and vendors.

QUALIFICATIONS:

Education/Certification/Experience:

• Bachelor’s Degree (or equivalent) in Information Technology, Computer Science, or a related field.
• Knowledgeable in ITIL Certification V4 or similar service management certification.
• 3+ years of experience in IT service desk, technical support, or a similar role, with at least 2 years in a leadership position.

Requirements:

• Flexibility to work outside regular business hours as needed in case of critical incidents and to work on a shifting schedule.
• Oversee shift schedules to ensure adequate coverage across all time zones, 24/6, within the APAC and NORAM region.

Skills/Abilities:

• Strong knowledge of IT systems, networks, hardware, software, and ITIL best practices.
• Experience managing teams, with a focus on coaching, mentoring, and driving performance.
• Ability to analyze incidents, identify root causes, and provide effective solutions.