IT Service Desk Team Lead

Job Title: IT Service Desk Team Lead

Location: Remote

We are currently seeking candidates who meet the following qualifications.

Responsibilities:

• Lead and manage the IT service desk team, overseeing hiring, training, and performance assessments.
• Provide technical support and guidance to customers and end-users, ensuring timely resolution of escalated issues.
• Monitor and improve service desk performance metrics to enhance efficiency and customer satisfaction.
• Develop and update documentation, including procedures, knowledge base articles, and troubleshooting guides.
• Collaborate with other IT teams to address complex technical issues effectively.
• Stay updated on the latest technology trends and best practices in IT service management.
• Act as a liaison for vendors and external service providers.
• Ensure adherence to company policies, procedures, and security standards.
• Undertake special projects and tasks assigned by management.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proficient understanding of IT service management principles and methodologies (ITIL certification preferred).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication skills, capable of explaining technical concepts to non-technical users.
• Effective leadership qualities with a focus on team growth and mentorship.
• Ability to manage priorities and time efficiently in a fast-paced setting.
• Experience with ticketing systems like ServiceNow or JIRA, as well as remote support tools.
• Willingness to work flexible hours beyond the regular business schedule when required.
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.