onsite
Service Desk Team Leader - LIMA Networks Ltd
Software Engineer
Lead and develop network and infrastructure service desk teams, driving proactive, customer‑centric support while maintaining high service quality and guiding engineers through complex, high‑pressure incidents.
About the role
Key Responsibilities
- Lead, mentor, and develop a team of network and infrastructure service desk engineers, fostering a positive, proactive culture.
- Design and enforce service desk processes aligned with ITIL best practices to ensure timely incident resolution and continuous improvement.
- Oversee incident, problem, and change management, escalating high‑severity issues and coordinating cross‑functional response.
- Monitor service quality metrics, generate performance reports, and implement corrective actions to meet SLA targets.
- Act as the primary point of contact for complex technical escalations, providing hands‑on support during high‑pressure situations.
Requirements
- Proven experience leading service desk or NOC teams in a network/infrastructure environment.
- Strong knowledge of ITIL frameworks, incident/problem management, and service level governance.
- Hands‑on expertise in network troubleshooting (routing, switching, VPN) and infrastructure technologies (servers, virtualization, storage).
- Excellent communication and customer service skills, with the ability to translate technical concepts for non‑technical stakeholders.
- Demonstrated ability to coach, develop, and motivate technical staff while driving process improvements.