Global IT Service Desk Operational Lead @ Park Intelli Solutions

Job Description

The Global Operational IT Service Desk Lead plays a crucial role in managing and leading a team of IT service desk professionals, ensuring the efficient operation of IT services across multiple locations worldwide. This position is responsible for supervising day-to-day activities, improving service quality, and maintaining a high level of customer. satisfaction. Key Responsibilities: 1. Team Leadership: Lead, mentor, and manage a team of IT service desk agents across various global locations. Provide coaching, guidance, and support to team members to ensure consistent service delivery. 2. Service Desk Operations: Oversee the daily operations of the global IT service desk, ensuring prompt response to user requests, incident resolution, and service request fulfilment. Monitor service levels and key performance indicators (KPIs), and take necessary actions to meet or exceed established targets. 3. Quality Assurance: Implement and maintain quality control processes to ensure accurate and efficient incident resolution and service delivery. Conduct regular quality audits and provide feedback to team members for continuous improvement. 4. Service Improvement: Identify opportunities for service desk process improvements and develop strategies to enhance operational efficiency. Collaborate with other IT teams to implement best practices and optimize service desk procedures. 5. User Support: Escalate and oversee the resolution of complex IT issues, ensuring that users receive timely and effective support. Maintain a focus on customer satisfaction and continuously seek to improve the end-user experience. 6. Documentation and Reporting: Maintain accurate records of incidents, service requests, and resolutions. Generate regular reports on service desk performance and provide insights for management review. 7. Vendor Management: Collaborate with external vendors and service providers to ensure seamless service delivery. Manage vendor relationships and contracts to optimize IT services. 8. Security and Compliance: Ensure that IT service desk operations adhere to security and compliance standards. Stay updated on industry best practices and emerging security threats. Qualifications Essential Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). Proven experience in leading and managing a global IT service desk team, including a deep understanding of the cultural and regulatory differences across regions. Knowledge of global IT support operations and experience working with remote teams. Exceptional ability to manage expectations and provide clear project status updates. Experience managing IT projects across multiple time zones and cultural differences. Excellent communication and interpersonal skills. Welcome Qualifications: Familiarity with IT ticketing systems and service desk software. Strong knowledge of IT service management (ITSM) and ITIL practices. Strong analytical and reporting skills. IT certifications such as ITIL, CompTIA A+, or CompTIA Network+ are a plus. Demonstrate problem-solving abilities, a good customer-focused approach and critical-thinking skills, with the ability to adapt to changing service/project requirements and environments. Experience: 8 -12 years Additional Information We Offer: We offer a wide range of attractive and exciting assignments, plus the chance to continue ones professional and personal development. Interesting, challenging projects with Global MNCs, working on innovative technologies Exposure to niche skills and learning opportunities Talented, passionate, and collaborative team - the best experts within the industry Flexibility and autonomy If you truly believe you're a fit for the above - we're happy to hear from you

Employement Category:

Employement Type: Full time
Industry: Manufacturing
Role Category: Real Estate Consultant / Agent
Functional Area: Not Applicable
Role/Responsibilies: Global IT Service Desk Operational Lead

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Keyskills:   Team Leadership Quality Assurance Service Improvement User Support Documentation Vendor Management Project Management Communication Skills Interpersonal Skills IT Service Management Analytical Skills Adaptability IT Service Desk Management Security Compliance IT Support Operations IT Ticketing Systems ITIL Practices Reporting Skills ProblemSolving CustomerFocused Approach CriticalThinking