Lead, IT Service Desk

Description:

The Lead IT Service Desk is responsible for overseeing the daily operations of malomatia global IT service desk team, ensuring that the team provides high-quality technical support to end-users, efficient resolution of technical issues, and maintaining a high level of user satisfaction. This role involves leading and mentoring a team of IT ServiceDesk team members, managing service desk processes, and collaborating with other IT teams to deliver reliable and responsive support services. Additionally, the IT Service Desk Lead will manage technology assets, ensuring accurate tracking, maintenance, and optimization of IT resources This role reports to malomatia Corporate IT Manager.

Educational & Professional Qualifications

• Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience).
• ITIL Foundation Certification
• ITIL Practice Manager Certification (preferred)
• MCSA\MCSE or equivalent with azure or Microsoft office 365 competency
• Network Certifications like CCNA or equivalent
• Project management foundations
• Experience with specific IT service management tools (e.g., ManageEngine, ServiceNow, Jira Service Desk).
• Knowledge of cybersecurity principles and practices.

Key Responsibilities

• Lead team of IT service desk technicians from malomatias Pune Office, providing guidance, training, and performance feedback.
• Monitor and prioritize incoming support requests, ensuring timely and accurate resolution.
• Handle escalated technical issues and complex problem-solving scenarios, providing expert-level support.
• Collaborate with other IT teams in HQ to ensure seamless integration of service desk processes with overall IT operations.
• Develop ServiceDesk procedures, workflows, and standard operating procedures as deemed necessary
• Continuously assess and improve service desk processes to enhance efficiency and user satisfaction.
• Maintain a high level of customer-focused culture within the team, emphasizing exceptional service delivery.
• Create and maintain knowledge base articles, FAQs, and user guides for common technical issues.
• Analyze support ticket trends to identify recurring problems and suggest proactive solutions.
• Oversee hardware and software deployments, upgrades, and maintenance activities related to service desk operations.
• Manage relationships with third-party vendors and suppliers, ensuring effective partnerships.
• Participate and Contribute to IT projects and initiatives, representing the service desk perspective and requirements.
• Ensure compliance with IT security policies, privacy regulations, and industry standards.
• Stay informed about industry best practices and emerging technologies to enhance service desk capabilities.
• Generate regular reports on service desk performance, including key metrics, trends, and improvement areas.
• Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.
• Prepare documentation and training materials for end-users and service desk staff.
• Oversee the tracking, management, and maintenance of IT assets, including hardware, software, and licenses.
• Ensure accurate and up-to-date asset records in the IT asset management system.
• Develop and enforce policies and procedures for asset lifecycle management, including procurement, deployment, maintenance, and disposal.
• Conduct regular audits of IT assets to verify inventory accuracy and compliance.
• Coordinate with vendors and suppliers for the procurement and maintenance of IT assets.
• Optimize asset utilization and ensure cost-effective use of IT resources.
• Provide regular reports on asset status, utilization, and any discrepancies or issues.

Technical Skills

• Familiar with ISMS and ITMS process and policies

• Experience in providing critical user support such as support for senior users and management
• Act as a Team lead who can also interact effectively with local management and Head Office Team
• Strong technical knowledge of IT systems, hardware, software, and networking.
• Good knowledge on Active Directory, DHCP, DNS, File server, SharePoint, and basic knowledge in Exchange Server, Oracle ERP etc.
• Good experience in solving Microsoft Office 365 related incidents and requests.
• Experience in solving End Point Security tools and Endpoint Patching.
• Experience in centralized desktop management
• Basic network support including LAN, Wireless and IP Phones etc.
• Good Knowledge in TCP\IP and basic knowledge on network technologies like firewall, switches, proxy etc.
• Talking to staff/vendors through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Support L2 System Team to roll-out of new implementations and change execution as directed by Corporate IT Manager