Lead, IT Ecosystem Support

  • 10552
  • Slovakia
  • Technology
  • Full-Time

The Lead of IT Ecosystem Support’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritisation and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.

 

The Service Desk Team Lead is also responsible for planning, designing, and analysing the organisation’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.

 

The Service Desk Team Lead is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Team Lead will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

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