IT Service Desk Team Lead

Deloitte

  • Алматы
  • Постоянная работа
  • Полная занятость
  • 1 мес. назад
Responsibilities:Organize and supervise the work of the Service Desk team (Level 1 and/or Level 2 support).Assign tasks and monitor SLA compliance and incident priorities.Escalate and resolve complex technical issues.Ensure high-quality service delivery and monitor user satisfaction.Work with ticketing systems ServiceNow.Monitor ticket resolution, analyze recurring issues, and propose improvements.Provide mentorship, coaching, and training for team members.Evaluate team performance and support professional development.Cross-Team Communication:Coordinate with system administrators, developers, security teams, and other departments.Escalate problems to the appropriate support levels as needed.Documentation & Standards:Maintain and update knowledge base articles, user guides.Prepare regular KPI and SLA reports.Drive initiatives to improve support quality and operational efficiency.Participate in IT service implementation projects.Administer user accounts (e.g., Active Directory, Microsoft 365).Assist in audits and compliance with information security standardsProfessional Requirements:
1. Education:
  • Higher education in a technical field (e.g., IT, computer science, engineering).
2. Work Experience:
  • At least 3 years of experience in a service desk or a similar role.
  • Proven experience in managing a technical support team.
  • Experience with ticketing systems (e.g., Jira, ServiceNow).
3. Knowledge and Skills:
  • Strong understanding of ITIL or similar IT service management frameworks.
  • Knowledge of incident, problem, and change management processes.
  • Technical proficiency (operating systems configuration, network connections, software).
  • Ability to work with metrics and reporting (SLAs, KPIs).
4. Languages:
  • English, Russian
Personal Qualities:
1. Leadership Skills:
  • Ability to inspire and organize a team.
  • Skills in task delegation and time management.
2. Communication Skills:
  • Excellent interpersonal skills and the ability to communicate effectively with users, the team, and management.
  • Conflict resolution abilities.
3. Organizational Skills:
  • Ability to prioritize tasks effectively and work in a multitasking environment.
4. Stress Resistance:
  • Capability to respond quickly to critical situations and make decisions under pressure.
Additional Preferences:
1. Certifications (ITIL, Microsoft, Cisco, CompTIA, or others relevant to the role).
2. Experience in implementing and optimizing service desk processes.
3. Knowledge of scripting or process automation is a plus.Deloitte is one of the world’s leading professional services firms, providing Audit and Assurance, Tax and Legal, Consulting, Financial Advisory, Risk Advisory, and other services to public and private companies spanning multiple industries.With a globally connected network of member firms, Deloitte has operations in more than 150 countries, bringing world-class capabilities and in-depth local expertise to help its clients succeed in a challenging environment. More than 275,000 Deloitte experts are dedicated to the concept of achieving results we can be proud of.Deloitte is represented by cross-functional industry groups that help clients find the right business solution based on market requirements. We constantly track the latest amendments in various sectors of the economy and offer our expert opinion on how they may affect business. We are consistently recognized as a market leader for the high quality of our services and our unique corporate culture.Deloitte has been operating in Kazakhstan for more than 25 years. The first office was opened in Almaty in 1993. Since June 2005, it coordinates the firm's operations in the Caspian region. We are the fastest-growing Big Four firm in Central Asia with the offices in Kazakhstan (Almaty, Astana, Atyrau, Aktau), Uzbekistan (Tashkent), employing nearly 600 professionals throughout the region. As a result, we serve 40 out of Top-100 companies in Kazakhstan.Reflecting back, and looking forward to the future, we maintain a long-term perspective and seek to make an impact that matters for our people, clients, and society.

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