Team Lead Corporate Systems
Team Lead Corporate Systems
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Job Description
About DoubleVerify
DoubleVerify is the recognized market innovator with the technology and tools that accurately authenticate the quality of digital media and drive ad performance for the worlds largest brands. DV provides media transparency and accountability to deliver the highest level of impression quality for maximum advertising performance. Since 2008 DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital ecosystem that help build a better industry. Learn more at .
About the role
DV is seeking an energetic and detailoriented leader to supervise the DV Service Desk team. This role will ensure the team delivers highquality IT support to all employees globally. As Service Desk Supervisor you will need strong leadership and organizational skills to oversee daily operations improve support processes and maintain high levels of customer satisfaction. The Supervisor will work closely with other IT teams and internal business customers to ensure seamless coordination of support while fostering effective documentation and knowledgesharing practices.
Key Responsibilities
Supervise an outsourced team dedicated to the remediation of incident requests.
Coordinate the assignment of tickets and track request lifecycle to deliver optimal customer satisfaction.
Conduct regular reviews of performance against defined SLA metrics and provide feedback to vendor and DV IT leadership.
Oversee daily operations ensuring efficient resolution of support tickets and meeting performance targets.
Act as an escalation point for complex technical issues and resolve them promptly.
Monitor ticketing systems analyze trends and generate reports to identify areas for improvement.
Identify recurring issues and recommend longterm solutions to reduce support
Ensure a customercentric approach in all support activities maintaining high levels of satisfaction.
Develop and enforce service desk policies procedures and best practices.
Collaborate with IT and other business units to address crossfunctional support needs.
Communicate updates and best practices to team members and stakeholders.
Qualifications
Education and Experience:
Bachelors degree in Information Technology Computer Science or a related field.
5 years of experience in IT support with 12 years in a supervisory role.
Skills and Knowledge:
Strong understanding of IT support processes systems hardware and software.
Strong attention to detail
Proficient in using Helpdesk tools and ticketing systems (e.g. Jira Service Management Freshservice ServiceNow).
Excellent leadership communication and interpersonal skills.
Strong analytical and problemsolving abilities.
Excellent troubleshooting skills in Windows macOS and basic networking.
ITIL certification or equivalent a plus
Experience working with global teams
Why Join Us
Be a part of a global team delivering innovative IT solutions.
Enjoy a collaborative and inclusive workplace.
Develop your leadership skills while contributing to a highperforming team.
Employment Type
Full Time
