5 day work week
2 years renewable contract
Job Description
· Assist the Ops Manager to oversee the delivery of IT services.
· Leads the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.
· Lead the team of Service Desk engineers to provide L1 and L2 on-site / remote IT support for CLIENT employees.
· Provide dedicated support for approximately 200 VIP users.
· Be available for after-hours VIP (VP and above) support. Advanced notice will be provided by our team.
· Update the EDX team on the daily manpower movement within the Service Desk team.
· Lead and supervise the Service Desk engineers, ensuring adherence to established processes and best practices within the IT Service Desk playbook.
· Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex technical issues.
· Foster a positive team environment, promoting a culture of excellent customer service and continuous improvement.
· Monitor and manage all ESM tickets and appointment system, ensuring Service Desk engineers to ensure SLA is met.
· Ensure balance of workload amongst the team.
· Escalate any company-wide incidents (disruptions or outages in CLIENT's corporate systems) or user dissatisfaction to EDX team in a timely manner.
· Provide knowledge sharing on desktops problems encountered during the course of work with reference to our playbook. The Ops manager may consult the Team lead updating the solutions/knowledge in a playbook for the team’s reference and to facilitate self-service troubleshooting by CLIENT users
· Track and analyse frequent complaints via employee feedback to identify areas for improvement.
· Work with the Ops manager to provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
· Assist to implement service improvement plans approved by the EDX team.
· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
Education
· Degree in Computer Science, Information Technology, or a related field preferred.
· Diploma in Computer Science, Information Technology or a related field.
Certifications
· The below certificates will be an added advantage
o Microsoft 365 Certified: Endpoint Administrator Associate
o Microsoft 365 Certified: Fundamentals
o CCNA
· ITIL 4 Foundation Certification.
Technical Skills
· Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
· Expertise in macOS, iOS device management and troubleshooting.
· Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.
· Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions
· Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
· Proficiency in using ESM tools such as ServiceNow.
Experience
· Prior experience in managing IT Service Desk daily operations and teams for at least 3 years.
Soft Skills
· Strong leadership in managing a team.
· Strong communication and interpersonal skills.
· Problem-solving abilities and analytic skils.
· Strong time management and multitasking skills.
· High level of customer service orientation.
· Ability to work in a fast-paced environment.
