Deskripsi Pekerjaan
Are you a seasoned IT professional ready to take the helm? ConnectOS is seeking a dedicated IT Service Desk Team Lead to support our growing portfolio of Australian retail clients. In this office-based role located in Mandaluyong City, you will be responsible for steering a team of technical support specialists, ensuring seamless IT operations across a complex, multi-location business environment. We are looking for a leader who thrives in a fast-paced setting and is committed to delivering exceptional customer service and technical excellence.
Tanggung Jawab
- Lead and mentor a team of IT Service Desk agents to ensure high-quality support and career development.
- Oversee daily IT operations and service delivery for AU Retail clients, ensuring business continuity.
- Manage and prioritize incoming tickets and service requests using ticketing systems (e.g., ServiceNow, JIRA).
- Implement and maintain ITIL-based processes and best practices to improve operational efficiency.
- Monitor Service Level Agreements (SLAs) and report on team performance metrics.
- Conduct regular team meetings, training sessions, and performance reviews to foster a collaborative culture.
- Act as the primary escalation point for complex technical issues and critical incidents.
- Collaborate with other departments to resolve technical challenges impacting business operations.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 2 years of experience in IT Service Desk or IT Operations.
- Proven experience leading a team of 3 or more members in a technical support environment.
- Strong knowledge of ticketing systems, remote support tools, and ITSM frameworks (ITIL).
- Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts clearly.
- Ability to work effectively in an office-based environment with a focus on remote support.
- Familiarity with multi-location business operations and retail IT environments is highly desirable.