TEAM LEAD IT USER SUPPORT AND SERVICES WANTED?
![Team Lead IT User Support And Services- y](https://talenthunter-bg.com/wp-content/uploads/2024/06/Team-Lead-IT-User-Support-And-Services-y.png)
Talent Hunter is an IT and Telecom Recruitment Company ensuring the best professional opportunities for talents in the high-tech industry and providing quick and cost-effective solutions to client companies seeking the best talent for their business. We believe that each of us is designing our lives through our everyday choices.
Responsibilities:
- Manage the functions day to day operation
- Set clear team goals, delegate tasks and set deadlines
- Motivate team members, monitor team performance and report on metrics
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments, encourage creativity and risk-taking
- Discover training needs and provide coaching
- Provide governance and guidance for projects under functions ownership
- Ensure that project tasks are completed timely and communicate progress or issues
- Create and maintain process documentation
- Take overall responsibility for Incident management and Request fulfillment
- Act as a further escalation point for unresolved or escalated calls
- Ensure all calls are logged in the Service Desk ticketing system
- Allocate more complex calls to the relevant IT Support member
- Report metrics and KPIs
- Coordinate with 3rd party vendors
- Approve timesheets, vacations, compensations, prepare shift schedules
- Others, in the scope of User Support and Services IT function
Qualifications and skills:
- Relevant professional and people management experience – at least 5 years
- Create and maintain a technical knowledge base
- Active Directory User Management including Group Policy Management, NTFS Permissions
- Networking knowledge – Understanding protocols and services including IPv4, TCP/IP, DNS and DHCP
- Strong understanding of user authentication, permissions, and encryption – Microsoft cloud (Azure, Office 365, Exchange online) or other cloud products.
- Cloud Document Management Systems
- Experience in Mobile Device Management
- Identify opportunities for automation, and assist with the development of automation systems
- Server and client virtualization (VMware, Hyper V., etc.)
- Good knowledge of client endpoint protection products and Security best practices
- Experience with the Power BI Reporting tool
- Fluency in English
- Bachelors or Master’s Degree in Information Technologies, Mathematics, Physics or other engineering science
- ITIL Certified (foundation or/and practitioner) or a strong working knowledge of ITIL Incident, Problem and Change Management disciplines
- In-depth knowledge of performance metrics
- Excellent written communication skills with corporate etiquette
- Excellent communication and leadership skills
- Excellent organizational and time-management skills
- Excellent relationship development and influencing skills
- Decision-making skills
- Strong attention to detail excellent organizational skills and autonomy
- Ability to multi-task in a fast-paced environment and remain calm under pressure
- Capability to self-motivate, work independently, and taking ownership of job responsibilities