onsite
Technical Service Desk Team Leader - COMARCH
Software Engineer
Seeking a Technical Service Desk Team Leader to manage a support team, oversee incident and problem resolution, and ensure high-quality IT support services. Requires strong leadership and ITIL framework knowledge.
About the role
Key Responsibilities
- Lead and mentor a team of technical support specialists.
- Oversee the daily operations of the service desk, ensuring efficient ticket resolution.
- Manage incident and problem management processes to minimize service disruptions.
- Develop and implement service desk policies and procedures.
- Monitor service desk performance metrics and identify areas for improvement.
- Provide excellent customer service and ensure user satisfaction.
Requirements
- Proven experience in a technical service desk or IT support leadership role.
- Strong understanding of ITIL best practices, including incident and problem management.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze performance data and drive continuous improvement.
- Experience with IT support tools and ticketing systems.