About vacancy
mselect is looking to hire a Service Desk Team Lead for an international oil and gas operator in Basrah, Iraq. Candidates must have a minimum of 5 years of work experience in a similar Service Desk Team Lead position. Fluency in English and Arabic is a must.
Job Purpose
The Service Desk Team Lead reports to the Digital Workplace Manager. The Service Desk Team Lead is the person in charge of leading a team of Service Desk Analysts. This position will act as a mid-tier between the Service Desk Analysts and the Digital Workplace Manager. This role requires a high level of diverse technical expertise as well as a flavor of leadership experience. The individual must be able to deliver effective business engagement to ensure support and services are delivered in line with business needs. The Service Desk Team Lead must guide the support team, deal with the extensive technical issues and develop close working relationships with IT staff to improve knowledge sharing and deliver further support efficiencies.
Key Responsibilities
- Ensure trouble-free operations of the Desktop and related hardware and software
- Ensures that 1st first-level support team deliver their day-to-day tasks
- Help 1st Level support team to solve relatively complex technical issues by hands-on, in-depth technical knowledge
- Ensures that routine tasks are completed within the defined SLAS and engages the IT Support Manager before any breaches in SLAS are expected to occur
- Identify risks to service delivery, recommend options to address risks and execute approved options
- Coordinate service delivery with internal and external service providers, ensuring any service targets are met or exceeded
- Assist the Support Manager with site management responsibilities (calls analysis, projects, management reporting, etc)
- Maximize value from local support contracts
- Assist the IT Support Manager with vendor management
- Assist the IT Support Manager with Maintenance contracts
- Assist with the Operational handover of projects
- Provide hands-on support for the standard desktop environment
- Maintain call logs and provide base data for trend analysis
- Maintain site equipment and core software license inventory
- Assist ITC management with customer support initiatives
- Act as a Project resource when needed
Requirements
- University Degree in Information Technology
- Extensive work experience in a similar ServiceDesk Team Lead position
- In-depth hands-on knowledge of Operating system and hardware level support
- Working knowledge of Infrastructure services frameworks, e.g. ITIL
- Knowledge of IT standards, processes and policies
- Extensive knowledge of positive customer interactions
- Extensive experience in supporting the desktop operating system
- Proven track record of maintaining high levels of customer satisfaction
- Experience of using helpdesk/call logging tools
Working Pattern
28/28
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.
