Service Desk Team Lead
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Job Description
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
