IT Service Team Leader

Responsibilities:

• Manage the IT Service Excellence center, comprised of at least 10 IT service desks and Technicians in IL
• Collaborate with local stakeholders to provide IT solutions to help meet the organization’s needs.

• Tight monitoring of IT service performances as SLA, case backlog, customer satisfaction, service efficiencies, service quality, and compliance with the IT and security-guided standards.
• Develop a service improvement plan for the Service Desk Team and set service and efficiency KPIs.
• Review the Core support process, team skills and knowledge,
• Manage the Service desk and the technician’s teams, monitor and ensure their performance meets the IT targets and improvements on time
• Establish and maintain strong relationships across teams within IT and with internal customers.
• Follow up with customers to identify areas of improvement and handle ad hock service issues
• Manage critical service-related escalations
• Provide technical leadership - Train and support the team
• Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels, and the quality of their deployment to the users (including the compliance quality).
  · Be accountable for asset reports, procurement, and costs. Handle annual budget and ensure cost-effectiveness
• Occasionally working with third parties to rectify issues

Requirements:

• 3+ years of experience managing and leading a team of IT professionals
• 4+ years prior experience as an IT support engineer/ Sys Admin

• Proven experience in leading and implementing service using ITSM (Service Now)
• Ability to troubleshoot and solve complex IT issues
• Excellent communication and customer service skills.
• A can-do attitude, the ability to manage multiple projects and tasks simultaneously in a dynamic, fast-changing environment, and the ability to work under pressure.
• Knowledge and experience in supporting development (R&D) teams
• Strong knowledge of Microsoft Windows operating system’ Microsoft Office products, Mac operating system, and Mac management - Must
• Proven expertise in Active Directory, Office 365, VPN, Printers, Personal computing, conference systems, and Exchange administration (email accounts, distribution lists, shared mailboxes, resources)
• Knowledge and proven experience managing endpoints using MDM -WorkSpace One
• Familiarity with supporting security products
• Excellent written and verbal communication skills in English
• The role requires high availability and accountability also in off business hours