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.