IT Service Desk Team Lead

Are you a seasoned IT professional with a passion for leadership and exceptional customer service? Offshore Business Processing is seeking a dynamic IT Service Desk Team Lead to oversee our service desk operations in Bali. In this role, you will lead a team of IT support specialists, handling a wide range of technical issues for our clients across various industries. This is a unique opportunity to work in a vibrant and fast-paced environment, contributing to the smooth operation of our offshore business processes.

As the IT Service Desk Team Lead at Offshore Business Processing, you will be responsible for managing the day-to-day activities of the service desk team, ensuring high levels of customer satisfaction and operational efficiency. You will work closely with our clients to understand their needs and provide timely, effective solutions. This role offers significant growth opportunities, with the chance to develop your leadership skills and advance your career in the IT industry.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of IT support specialists, ensuring high levels of customer satisfaction and operational efficiency.
• Provide technical support and troubleshooting for a diverse range of IT issues, including hardware, software, and network problems.
• Develop and implement service desk policies and procedures to improve efficiency and effectiveness.
• Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with internal teams and external clients to ensure seamless IT support and service delivery.
• Stay up-to-date with the latest IT trends, technologies, and best practices to provide innovative solutions to our clients.
• Conduct regular team meetings and performance reviews to ensure continuous improvement and development.
• Ensure compliance with IT service management standards and regulations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support and service desk operations.
• Proven leadership experience, with the ability to manage and mentor a team of IT professionals.
• Strong knowledge of ITIL framework and best practices.
• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Azure Administrator are a plus.
• Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
• Proficiency in English, both written and spoken.
• Experience with service desk tools such as ServiceNow, Jira Service Management, or Zendesk is a plus.

🛠️ Keahlian

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