Help Desk Team Lead

Responsibilities:

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as Standard Operating Procedures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Handling problem management for preventing incidents or reducing their impact.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

For major incidents, Providing RCA to the customer and following-up until closure

Requirements:

• Bachelor's degree in information technology, engineering, or a related field.
• At least three years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Excellent managerial skills and ability to collaborate with team members and other interfaces.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Experience with BMC Remedy, an advantage.