Service Desk Team Lead

Taozeef is a leading recruitment agency in Beirut Lebanon specializing in providing top talent for various industries. Our mission is to connect businesses with the right candidates and help individuals find their dream jobs.

Job Description Our client a leading technology solutions organization based in DohaQatar is seeking a highly skilled and motivated Service Desk Team Lead to join our growing team. As the Service Desk Team Lead you will be responsible for managing a team of help desk and deskside support technicians and ensuring the smooth and efficient operation of our service desk and desktop

Lead and manage a team of help desk and deskside support technicians providing guidance support and training as needed

Act as the primary point of contact for our client addressing any concerns

Monitor daytoday operations ensuring adherence to processes and procedures

Manage the resolution of incidents and service requests ensuring timely communication with clients

Lead root cause analysis (RCA) for recurring issues and drive continuous improvement initiatives

Conduct regular assessments of user feedback including user satisfaction surveys to identify recurring issues patterns and opportunities for enhancing the enduser experience.

Keep uptodate with industry trends and advancements in technology to provide innovative solutions and improve service desk operations

Prepare reports and present data on service desk performance to management

Manage and maintain service desk tools and systems ensuring they are uptodate and functioning properly

Qualifications

Bachelors degree in Computer Science Information Technology or a related field

Total years of 6 experience with 3 years of experience in a service desk or technical support role and 3 years of experience in a managerial role

Working knowledge on ITSM platform like SMAX / Manage Engine

Working experience of service desk operations and best practices

Strong customer service orientation with the ability to remain calm and accommodating under pressure.

Exceptional communication skills both verbal and written to effectively convey technical information to nontechnical users.

Proven ability to lead and motivate a team

Experience with ITIL framework

Strong problemsolving and analytical skills

Ability to work under pressure and handle multiple tasks simultaneously

Fluency in English and Arabic both written and verbal

ITIL Certified

Performance Metrics

Adherence to SLAs for response and resolution times.

User satisfaction scores and feedback.

Accuracy and timeliness of documentation and reporting

Employment Type : Full Time

Experience : years

Vacancy : #J-18808-Ljbffr