Service Desk Team Lead

Service Desk Team Lead

Vaco Technology



Service Desk Team Lead

Details of the offer

Service Desk Team Lead
Our client is a global organization located in Columbus, OH. They are seeking a Desktop & Mobile Device Team Lead who will grow with the company and potentially move into a leadership or management position.
Service Desk Lead Responsibilities
Be an active member of the GSD leadership team, collaborating with all other IT support teams in providing first level support to all users.
Manage and collaborate with other GSD leads to ensure 24 x 5 operation around the globe.
Support and assist with the development and expansion of all GSD initiatives.
Supervise all GSD analysts in the team, ensure quality, responsiveness and timeliness in resolving users' issues / requests
Ensure centralize phone system is available to provide the support
Ensure GSD phone and ticket queue are properly managed by the team
Drive the team to meet the defined KPI target (individual/team)
Ensure team members are following the SOP, best practices, ITIL processes and compliance with IT security and governance
Perform monthly quality audit for the team as per internal quality assessment
Attend / conduct regular alignment meetings and calls on operational topics with GSD lead in other regions
Ensure weekend and holiday support are coordinated properly globally
Coordinate training on new technology / systems as needed for all team members
Conduct monthly 1 on 1 meeting, provide feedback to employees and conduct quality monitoring on the incidents / tasks handled
Identify at least 1 training course for team to improve on their knowledge to provide quality support
Education & Experience
4+ years within a ServiceDesk Environment and operations (Enterprise or globally distributed environments preferred)
Financial acumen and experience effectively managing budgets, licenses, and invoices
Understanding of client engineering, enterprise mobility and device management (i.e. Windows Systems, Teams, MS/O365 suite)
Demonstrated ability to define a vision and drive execution with a stellar track-record of achievement
Worked in a matrixed organization across borders, cultures, and time-zones
Solid understanding of workplace infrastructure (Windows OS, mobile devices management) and ideally cloud platforms (Microsoft Azure and O365).
Proven track record of building high performance teams that possess a learning mindset and continuous self-development
Managed or led a group to predetermined metrics

Source: Dice




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