IT Senior Infrastructure Engineer - service desk manager

Aplicanţi: 2

As Service Desk Team Leader you steer the team towards excellence. Skills required:

-          Ability to lead, motivate and coach team members,
-          Strong performance management skills,
-          Good interpersonal, communication, presentation and organizational skills,
-          Ability to make effective decisions under pressure,
-          Problem solving,
-          Ability to build a common team identity,
-          Previous experience of working in a service desk operation environment,
-          Technical background with the ability to troubleshoot in the area of Windows and Exchange Server management, active directory, storage appliances, client management and network-and security solutions
-          Client facing
-          Service delivery experience
-          ITIL certified

Key responsibilities

-          Assure management of service desk in the areas of incidents, requests, problems and operational IT
-          Define service desk procedures and policies
-          Monitor KPI’s
-          Create operational documentation supporting the service desk activities
-          Perform prioritization and escalation management
-          Lead, motivate and coach the team of circa 6 service desk analysts
-          Carry out 1-1 reviews as necessary
-          Set development plans
-          Keep training guides up to date