IT Service Desk Team Lead

Responsibilities:

Organize and supervise the work of the Service Desk team (Level 1 and/or Level 2 support).

Assign tasks and monitor SLA compliance and incident priorities.

Escalate and resolve complex technical issues.

Ensure high-quality service delivery and monitor user satisfaction.

Work with ticketing systems ServiceNow.

Monitor ticket resolution, analyze recurring issues, and propose improvements.

Provide mentorship, coaching, and training for team members.

Evaluate team performance and support professional development.

Cross-Team Communication:

Coordinate with system administrators, developers, security teams, and other departments.

Escalate problems to the appropriate support levels as needed.

Documentation & Standards:

Maintain and update knowledge base articles, user guides.

Prepare regular KPI and SLA reports.

Drive initiatives to improve support quality and operational efficiency.

Participate in IT service implementation projects.

Administer user accounts (e.g., Active Directory, Microsoft 365).

Assist in audits and compliance with information security standards

Professional Requirements:
1. Education:
• Higher education in a technical field (e.g., IT, computer science, engineering).
2. Work Experience:
• At least 3 years of experience in a service desk or a similar role.
• Proven experience in managing a technical support team.
• Experience with ticketing systems (e.g., Jira, ServiceNow).
3. Knowledge and Skills:
• Strong understanding of ITIL or similar IT service management frameworks.
• Knowledge of incident, problem, and change management processes.
• Technical proficiency (operating systems configuration, network connections, software).
• Ability to work with metrics and reporting (SLAs, KPIs).
4. Languages:
• English, Russian

Personal Qualities:
1. Leadership Skills:
• Ability to inspire and organize a team.
• Skills in task delegation and time management.
2. Communication Skills:
• Excellent interpersonal skills and the ability to communicate effectively with users, the team, and management.
• Conflict resolution abilities.
3. Organizational Skills:
• Ability to prioritize tasks effectively and work in a multitasking environment.
4. Stress Resistance:
• Capability to respond quickly to critical situations and make decisions under pressure.

Additional Preferences:
1. Certifications (ITIL, Microsoft, Cisco, CompTIA, or others relevant to the role).
2. Experience in implementing and optimizing service desk processes.
3. Knowledge of scripting or process automation is a plus.