Team Lead Service Desk

edara; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead and enhance the Service Desk operations. This role involves managing a dedicated team, ensuring high levels of colleague satisfaction, and driving continuous improvement initiatives. The ideal candidate will have a strong background in IT solutions, with proven experience in managing service desks and teams. You'll be responsible for optimizing service delivery, managing SLAs, and providing insights through data analysis. If you're passionate about technology and team leadership, this is an exciting opportunity to make a significant impact.

Qualifications

• 5 years of experience managing service desk and team.
• Strong understanding of IT solutions and ticketing systems.
• ITIL V4 Foundation certified.

Responsibilities

• Oversee day-to-day operations of the Service Desk ensuring high quality.
• Lead and develop the technology Service Desk team.
• Drive continuous improvement opportunities for service delivery.

Skills

Service Desk Management

ITIL V4 Foundation

Windows

Active Directory

HPSM

CRM

Beyond Trust

Remote Access

Netscaler VPN

Citrix

SharePoint

Education

Bachelors of Engineering (B.E) in Electronics & Communication

Tools

HPSM

CRM

Beyond Trust

Netscaler VPN

Citrix

SharePoint

Job description

Job Purpose

Effectively managing, developing, and supporting the Service Desk provision across EITC organization. Ensuring that the Service Desk performance provides a consistent and effective colleague experience, best supporting the business needs and based on delivery to agreed SLAs and KPIs

Key Accountabilities

• Oversee the day-to-day operations of the Service Desk ensuring a high level of quality of colleague satisfaction. This includes front line incident and request management.
• Lead, motivate, coach and further develop the technology Service Desk team. Lead the team to identify and develop innovative solutions to improve the technology experience across the Functional units.
• Manage and communicate SLAs to key stakeholders.
• Proactively provide reporting, metrics and insights for stakeholders, which includes analyzing data/usage of applications, incidents and requests to identify problems and proactively reduce incidents and request volumes.
• Drive continuous improvement opportunities across the team to further optimize service delivery, service levels, and colleague satisfaction. This includes actively seeking opportunities for automation and process efficiencies.
• Ensure relevant legislative and organizational requirements are met; keep up to date on all key changes to relevant regulations.

Qualification, experience and skills

• 5 years of experience managing service desk and team
• Good understanding of IT solutions
• Monitor tickets to ensure resolution
• Strong with Windows and Active Directory
• HPSM, CRM & Beyond Trust ticketing system
• Manage all endpoints including PC's, laptops, MAC, printers and mobile
• Experience with remote access, Netscaler VPN, Citrix, SharePoint
• ITIL V4 Foundation certified.
• Ability to work with vendors.
• Bachelors of Engineering (B.E) in electronics & communication