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Service Desk Support
2 weeks ago
- Lead and supervise a distributed team of Service Desk Analysts, ensuring high-quality support and timely resolution of incidents and requests across various time zones.
- Oversee remote and global support operations, optimizing workflows and communication across geographies to maintain seamless 24/7 coverage.
- Manage day-to-day service desk operations, including incident tracking, ticket resolution, escalations, and SLA adherence.
- Provide strong leadership, mentoring, and coaching to the service desk team to foster professional growth and enhance team performance.
- Collaborate with IT infrastructure, application, and cybersecurity teams to resolve complex technical issues and ensure comprehensive support coverage.
- Implement ITIL best practices in incident, request, and problem management processes.
- Conduct regular performance reviews, team meetings, and one-on-ones to ensure accountability, identify skill gaps, and recognize achievements.
- Drive continuous improvement by identifying recurring issues, proposing process enhancements, and optimizing tools and knowledge bases.
- Monitor key support metrics (ticket volume, resolution time, customer satisfaction, etc.) and provide insights to senior leadership.
- Assist in recruiting, onboarding, and training new team members to maintain a high-performing support team.
- 7-11 years of experience in IT support, service desk, or end-user support, with at least 3 years in a team lead, supervisory, or managerial capacity.
- Proven experience in managing remote/global support teams in a follow-the-sun model.
- Strong technical knowledge of Windows and Mac operating systems, Active Directory, Office 365, basic networking, and remote troubleshooting tools.
- Experience with ITSM platforms such as ServiceNow, Jira Service Desk, or BMC Remedy.
- Excellent people management skills with the ability to lead, motivate, and mentor a team.
- Strong analytical and problem-solving abilities.
- Exceptional communication skills and a customer-centric mindset.
- ITIL Foundation certification is highly desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
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