Deskripsi Pekerjaan
Are you an experienced IT leader looking to make a significant impact? HCLTech is seeking a dedicated Service Desk Team Lead to join our dynamic team at the McKinley Hill site. In this pivotal role, you will be responsible for managing a team of Service Desk Analysts, ensuring the delivery of exceptional technical support and maintaining high service standards.
As a Service Desk Team Lead, you will bridge the gap between technical operations and business needs. You will oversee day-to-day workflow, handle complex escalations, and drive continuous improvement in our IT service management processes. If you are passionate about mentorship, process optimization, and leading a high-performing team in a global technology environment, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and coach a team of Service Desk Analysts to ensure optimal performance and professional development.
- Oversee the daily operations of the Service Desk, ensuring efficient ticket resolution and high customer satisfaction scores.
- Manage and triage complex Level 2 and Level 3 incidents, coordinating with other IT teams as necessary.
- Monitor and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to stakeholders.
- Implement and maintain ITIL best practices to streamline IT support processes.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Collaborate with cross-functional teams to enhance the overall IT infrastructure and user experience.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 3-5 years of experience in IT Help Desk or Technical Support.
- Minimum of 2 years of experience in a team lead or supervisory role.
- Strong working knowledge of ITIL framework and Service Management processes.
- Proficiency in using ticketing systems (e.g., ServiceNow) and remote support tools.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a customer-centric approach.