Service Desk Team Lead (5-8 yrs)

We are looking for a Service Desk Team Lead for one of our clients.

Your job scope is as follows :

- Provide expertise and advanced-level technical support to technician and end-users.

- Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical issues.

- Diagnose and resolve escalated issue and complex hardware, software, and network issues.

- Participate in the team's skills development and knowledge management.

- Maintain comprehensive and up-to-date documentation of service desk processes, procedures, and knowledge base articles.

- Serve as the technical expert for the service desk team, providing guidance on complex technical issues.

- Conduct dedicated training sessions and workshops to enhance technical skills of the team.

- Promote a culture of knowledge sharing and continuous learning within the team.

- Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes.

- Develop and maintain incident response procedures and documentation.

- Conduct root cause analysis for recurring problems and implement long-term solutions.

- Identify opportunities for service improvements and implement changes to enhance efficiency and effectiveness.

- Evaluate and recommend new tools, technologies, and processes to improve service delivery.

- Lead or participate in special projects aimed at enhancing the efficiency and effectiveness of the service desk.

Experience :

- Bachelor's degree in information technology, Computer Science, or a related field.

- Minimum of 5-8 years of experience in a technical support and Leading Team.

- Proven track record of successfully managing a service desk team and resolving complex technical issues.

Technical Skills :

- Advanced knowledge of computer hardware, software, and networking concepts.

- Proficiency with Windows, Linux and/or Mac operating systems.

- Knowledge of common office software applications (e.g, Microsoft Office Suite).

- Experience with ITSM tools and ticketing systems (ServiceNow or others).

- Advanced troubleshooting and problem-solving skills.

Soft Skills :

- Strong problem-solving and analytical skills.

- Strong leadership and team management abilities.

- Excellent verbal and written communication skills.

- Customer-focused with a commitment to delivering high-quality service.

- Ability to work under pressure and manage multiple priorities.

Certifications :

- ITIL Foundation or other relevant certifications.

- Advanced certifications (e.g, MCSE, CCNA, ITIL Practitioner) are highly desirable.