Service Management Lead

Service Management Lead

Vistas Global. WLL
10-15 years
Not Specified

Job Description

Job Title - Service Management Lead

: 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

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