Deskripsi Pekerjaan
Are you an experienced IT leader looking to make a significant impact? Nityo Infotech is seeking a dedicated Service Desk Team Lead to manage a team of 12 professionals. In this dynamic role, you will be the bridge between technical support and business operations, ensuring high-quality service delivery across the organization. You will oversee incident management processes, streamline workflows, and drive team performance to meet key business objectives.
As the Team Lead, you will not only handle complex escalations but also mentor your team members to enhance their technical skills and professional growth. You will be responsible for maintaining Service Level Agreements (SLAs), analyzing performance metrics, and implementing best practices in IT Service Management. If you are passionate about leading a high-performing team and solving critical technical challenges, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and supervise a team of 12 Service Desk staff to ensure high-quality support delivery.
- Manage the end-to-end incident management process and handle escalated technical issues.
- Implement and monitor Service Level Agreements (SLAs) to ensure timely resolution of tickets.
- Analyze performance metrics and productivity data to identify areas for process improvement.
- Conduct regular team meetings, training sessions, and performance reviews.
- Foster a positive and collaborative team culture focused on continuous learning.
- Collaborate with other IT departments to resolve complex technical challenges.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT Support, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of ITIL frameworks and Service Desk operations.
- Excellent verbal and written communication skills in English.
- Proficiency in ticketing systems such as ServiceNow, JIRA, or Zendesk.
- Strong problem-solving abilities and the ability to work under pressure.