TEAM LEAD IT USER SUPPORT AND SERVICES WANTED?

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