Deskripsi Pekerjaan
Are you a visionary leader in IT support ready to drive excellence and operational efficiency? ConnectOS is seeking a dedicated IT Service Desk Team Lead to manage operations for our AU Retail client. In this pivotal role, you will oversee a team of IT professionals, ensuring top-tier technical support across a complex, multi-location business environment. You will be responsible for mentoring staff, resolving high-level incidents, and optimizing service delivery processes to meet strict SLAs.
As the Team Lead, you will act as the bridge between technical teams and business stakeholders, ensuring that infrastructure issues are resolved swiftly and that your team is equipped with the tools and training necessary to succeed. This is a full-time opportunity to make a significant impact on our client's retail operations from our Mandaluyong office.
Tanggung Jawab
- Lead, mentor, and develop a high-performing IT Service Desk team of technical professionals.
- Manage daily IT operations, including ticket triage, incident management, and service requests.
- Handle complex technical escalations from junior staff and internal stakeholders.
- Implement and maintain ITIL best practices to ensure consistent service quality.
- Conduct regular performance reviews, one-on-one coaching sessions, and technical training.
- Liaise with vendors and cross-functional IT departments to ensure seamless infrastructure support.
- Analyze support metrics and ticket trends to identify areas for process improvement.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- At least 2 years of experience in a Team Lead or Supervisory role within an IT Service Desk environment.
- Strong understanding of IT Service Management frameworks (ITIL) is preferred.
- Proven experience managing IT operations for complex, multi-location business environments.
- Excellent problem-solving skills with the ability to troubleshoot technical issues remotely.
- Strong communication and interpersonal skills to effectively bridge the gap between technical teams and business users.
- Proficiency with standard helpdesk software and ticketing systems (e.g., Jira, ServiceNow).