Service Desk Lead

Job Description

SERVICE DESK MANAGER Leadership And Team Management Lead, mentor, and develop a team of IT professionals, including support specialists and infrastructure engineers. Conduct regular performance reviews and provide feedback to ensure team members meet their objectives and career development goals. Foster a collaborative and positive team environment, encouraging professional growth and continuous learning. End User Support Management Oversee the day-to-day operations of the end user support team, ensuring prompt and effective resolution of technical issues. Implement and maintain IT support processes, procedures, and best practices to improve service quality and user satisfaction. Analyze support metrics and feedback to identify trends, address recurring issues, and drive improvements. IT Infrastructure Oversight Manage the planning, implementation, and maintenance of IT infrastructure, including servers, networks, and data centers. Ensure the stability, security, and performance of IT systems through proactive monitoring and maintenance. Collaborate with vendors and service providers to ensure timely and cost-effective delivery of IT solutions and support. Strategic Planning And Improvement Develop and execute IT strategies and initiatives that align with the company’s goals and objectives. Identify opportunities for process optimization and automation to enhance efficiency and reduce operational costs. Stay current with industry trends and emerging technologies to recommend and implement innovative solutions. Project Management Lead and manage IT projects from inception to completion, ensuring they are delivered on time, within scope, and on budget. Coordinate with cross-functional teams to ensure successful project execution and integration with existing systems. Compliance and Security: Ensure adherence to IT policies, procedures, and compliance requirements, including data protection and cybersecurity standards. Conduct regular audits and risk assessments to identify and address potential security vulnerabilities. EXPERIENCE : 10-12 YEARS MINIMUM Skills: it infrastructure oversight,risk assessment,security management,project management,leadership,it support management,compliance and security,team management,infrastructure management,it strategy,process optimization,service delivery,performance reviews,compliance management,ticketing,security,strategic planning,technical issue resolution,data protection,it infrastructure management,vendor management,remote desktop,it policies,feedback,it support processes,end user support,performance review,mentoring,compliance,it infrastructure,performance analysis,end user support management,change management,service level agreement management,it policies compliance,service level management,process improvement,service desk management,support processes,cybersecurity Show more Show less