Deskripsi Pekerjaan
Join Stefanini as a Team Leader II and drive excellence in our Service Desk operations. In this key leadership role, you will be responsible for the day-to-day management of the service desk, ensuring high-quality support delivery and seamless operations for our clients.
You will collaborate closely with the Project and Senior Management Team to define long-term strategies and achieve operational milestones. Your expertise will be critical in mentoring a diverse team of support specialists, handling complex escalations, and implementing process improvements to enhance efficiency and customer satisfaction. If you are a results-oriented leader looking to make a significant impact in a dynamic environment, we encourage you to apply.
Tanggung Jawab
- Oversee and manage the daily operations of the Service Desk team, ensuring all service level agreements (SLAs) are met.
- Collaborate with Project and Senior Management to define and execute long-term strategic goals for the department.
- Mentor and coach team members to enhance their technical skills, problem-solving abilities, and professional growth.
- Monitor, analyze, and report on key performance indicators (KPIs) to drive continuous improvement.
- Handle complex escalations and resolve critical incidents efficiently to minimize business impact.
- Implement and maintain IT Service Management (ITSM) best practices and workflows.
- Conduct regular team meetings, performance reviews, and training sessions.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3-5 years of experience in a Service Desk or Technical Support role, with at least 2 years in a Team Lead or Supervisory capacity.
- Strong knowledge of ITIL frameworks and Service Management principles.
- Excellent verbal and written communication skills, with the ability to interact with diverse stakeholders.
- Proven ability to work under pressure and manage multiple priorities effectively.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) is highly preferred.
- Strong problem-solving skills and a customer-centric approach to service delivery.