Deskripsi Pekerjaan
Are you ready to take the helm of technical operations and bridge the gap between internal support and external excellence? Nexwave is looking for a strategic Helpdesk & 3rd Party Management Team Lead to join our growing team in Tangerang. In this pivotal role, you will serve as the primary link between our frontline helpdesk staff and our third-party vendors, ensuring seamless incident detection, resolution, and service delivery.
As the Team Lead, you will be responsible for optimizing our IT service management processes, overseeing vendor performance, and fostering a culture of proactive problem-solving. We are seeking a candidate who possesses strong technical acumen, excellent leadership skills, and the ability to manage complex relationships with external service providers. If you are passionate about driving efficiency and ensuring high customer satisfaction, we want to hear from you.
Tanggung Jawab
- Lead and mentor the Helpdesk team, ensuring high-quality ticket resolution and adherence to Service Level Agreements (SLAs).
- Manage relationships with third-party vendors, acting as the primary point of contact for service delivery and performance reviews.
- Oversee incident detection and prioritization, implementing strategies to minimize system downtime and improve user experience.
- Develop and enforce IT Service Management (ITSM) best practices, standard operating procedures (SOPs), and documentation.
- Analyze helpdesk metrics and performance data to identify trends, implement improvements, and drive team efficiency.
- Collaborate with cross-functional teams to align IT support strategies with broader business goals.
- Conduct regular training sessions to enhance the technical and soft skills of the helpdesk staff.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Minimum of 5 years of experience in IT support, with at least 2 years in a Team Lead or Supervisor capacity.
- Strong understanding of ITIL framework and IT service management principles.
- Proven experience in managing third-party service providers or outsourcing contracts.
- Excellent communication and interpersonal skills, capable of interacting with both technical staff and non-technical stakeholders.
- Strong troubleshooting skills with the ability to resolve complex technical issues efficiently.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation are highly preferred.