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Job Opportunity: Service Desk Team Leader

Date   Mar 02
Listing No.   IE272608
Sector   Hi-Tech, Technology & IT
Region   Center
City/Yishuv   Herzliya
Service Desk Team Leader
We are looking for a Service Desk Supervisor to lead our global help desk services. The IT team is responsible for all IT and help desk services across our global teams. In this role, you will be responsible for providing global first-class help desk service, measuring and improving the service, according to SLAs.

What you'll do:

Manage the day to day activity of the IT Service Desk team and Responsible for the performance of the IT Service Desk team.
Responsible for ensuring the IT Service Desk team is properly staffed, every week, during IT business hours to support the customer and business needs.
Organize training and/or make arrangements for the team members to receive training on the latest and best practices in handling help desk related issues.
Keep detailed/diligent records and reports of all activities in the help desk ticketing system and present them to management upon request for evaluation.
Manage the Help Desk’s automation processes and QA (OS installation, software distribution, etc.)
Provides technicians direct feedback after ticket resolution.
Act as a point of escalation for incidents both during and outside of working hours.
Responsible for ensuring the Service Desk team properly documents information.
Ensures that company assets are maintained responsibly.
Identifying and providing feedback through 1:1s, effective use of personal development plans, and provisioning of coaching & development opportunities.
Partner with global IT teams on multi-functional global project delivery and being a strong ambassador and representative for the IT Helpdesk across the business.
Handle new recruitment and onboarding processes.

What you have:

Hands-on technical investigation for customer issues.
Experience with Help Desk ticketing system management, ticketing routing, and maintaining a high level of service according to SLA policy.
Proven experience with cloud applications (SaaS) support.
Experience with Mac OS, Windows, and Linux.
Time management and analytical skills.
Strong leadership skills – must be able to guide and advise team members.
Good knowledge of customer relations, relationships amongst members of the Help Desk team, and Excellent communication skills.
Highly structured work approach, ability to manage multiple activities in parallel - “Getting Things Done Person”
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