Position: Lead Service Desk- End User Support
Requirements:
- Bachelor's degree in a technical field or equivalent practical experience.
- ITSM Certified
- Proven experience in a technical support role, preferably in a leadership capacity.
- Strong technical background and knowledge of computer systems, software applications, and networking.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Demonstrated problem-solving and decision-making abilities in a fast-paced environment.
- Exceptional customer service skills with a focus on customer satisfaction.
- Ability to handle escalated customer issues and manage customer expectations effectively.
- Proficient in using ticketing or CRM systems to manage customer interactions and technical issues.
- Experience in developing and delivering technical training programs.
- Strong organizational and time management skills to prioritize and manage multiple tasks effectively.
- Flexibility to work in shifts and provide on-call support as needed
