The impact you’ll make
The Deskside Support Team Lead is responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users. This role involves managing day-to-day operations, coordinating with other IT teams, and driving continuous improvement in service delivery in alignment with ITIL best practices.
What You’ll Do
* Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
* Assign tasks, monitor performance, and provide regular feedback to team members.
* Foster a positive and collaborative team environment.
Service Delivery summa
* Ensure timely and effective resolution of IT support requests and incidents.
* Monitor Deskside performance metrics and implement improvements as needed.
* Coordinate with other IT teams to ensure seamless service delivery.
Process Management
* Develop and maintain standard operating procedures (SOPs) for deskside support.
* Ensure adherence to ITIL best practices and organizational policies.
* Identify and implement process improvements to enhance service efficiency and effectiveness.
Incident And Problem Management
* Oversee the management of incidents and problems, ensuring root causeновение and resolution.
* Maintain and update the Known Error Database (KEDB) and knowledge base.
Asset And Inventory Management
* Ensure accurate tracking and management of IT assets and inventory.
Who we’re looking for
* Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
* Familiarity with ITIL framework and best practices.
Technical Skills
* Strong technical knowledge of IT hardware, software, and networks.
* Proficiency in Deskside and asset management tools.
* Experience with remote support tools and technologies.
Leadership Skills
* Strong leadership and team management skills.
* Ability to motivate and mentor team members.
Analytical Skills
* Strong analytical and problem‑solving skills.
* Ability to analyze performance metrics and identify areas for improvement.
Communication Skills
* Excellent verbal and written communication skills.
* Ability to communicate effectively with end‑users and IT teams.
Organizational Skills
* Strong organizational and time‑management skills.
* Attention yau detail and accuracy.
What We're Offering
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