Service Management Lead

Service Management Lead

Vistas Global. WLL
10-15 years
Not Specified

Job Description

Job Title - Service Management Lead

Duration
: 6 12 Month

Minimum Qualifications:
Bachelor degree in Computer Science, Management Information Systems or equivalent.
Relevant IT certifications will be an advantage

Minimum Experience:
  • Minimum 10 years of experience in leading IT Service Management team including end user IT services such as desktop/laptop hardware and operating system, collaboration tools such as email client, MS Teams, etc, Printers, Scanners.
  • Hands on experience to perform remote troubleshooting
  • Experience in managing high volume of customer service
  • Overarching broad based IT Knowledge across the whole domain
  • Proficient in quality, processes and best practices
  • Broad understanding of emerging technologies and market needs within IT
  • Service Desk domain
  • Experience of working in a customer service environment
  • Analytical and problem-solving skills
  • Experience of working in the region and knowledge of local culture will be an added benefit
  • High attention to detail and accuracy
  • Flexibility and a related ability to work autonomously
Key responsibilities
  • Responsible for the management of IT Service Desks, Service Management tools, Change Management, Incident Management, SLA reporting.
  • Lead the IT Incident Management, IT Request Fulfilment, IT Service Asset
  • Management, IT Service Level Management
  • Lead and Guide team members on day to day tasks and activities
  • Lead the supplier while delivering their respective services
  • Serve as an escalation point for all the support staff and end users
  • Single point of contact (SPOC) for the support staff
  • Develop relationships with clients and key business stakeholders,
  • Effectively communicate with clients,
  • Escalate issues for timely resolution,
  • Manage client requests to resolution,
  • Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user.
  • Dispatch request to appropriate second level support groups according to procedures.
  • Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.
  • Provide input to update Service Desk Knowledge Base ensure that you refer to this for any recent updates.

Vistas Global. WLL

Similar Jobs

People Also Considered

Career Advice to Find Better