IT Service Desk Team Leader (Level 3)

Are you a seasoned IT professional with a passion for leadership and exceptional customer service? Offshore Business Processing is seeking a dynamic IT Service Desk Team Leader (Level 3) to oversee our service desk operations in Bali. In this pivotal role, you will lead a team of IT support specialists, ensuring that our clients receive top-notch technical assistance and support. With a strong background in IT service management and a proven track record of delivering excellent customer service, you will play a crucial role in maintaining the high standards of our service desk.

Join us in Offshore Business Processing and be part of a team that values innovation, collaboration, and excellence. Located in the vibrant city of Bali, you will have the opportunity to work in a dynamic and supportive environment. Our company is committed to providing a rewarding career path for our employees, with opportunities for growth and professional development.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of IT support specialists, ensuring they deliver exceptional service to our clients.
• Monitor and analyze service desk performance metrics to identify areas for improvement and implement solutions.
• Provide technical guidance and support to team members, helping them resolve complex IT issues.
• Develop and implement service desk policies and procedures to ensure consistency and efficiency.
• Collaborate with other departments to ensure seamless integration of IT services and support.
• Stay up-to-date with the latest IT trends and technologies to ensure our service desk remains at the forefront of industry best practices.
• Conduct regular training sessions for team members to enhance their skills and knowledge.
• Ensure compliance with ITIL best practices and other relevant industry standards.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service desk management or a similar role.
• Certification in ITIL Foundation or equivalent is a plus.
• Proven experience in leading and managing a team of IT support specialists.
• Strong knowledge of IT service management tools such as ServiceNow, BMC Remedy, or similar.
• Excellent communication and interpersonal skills to effectively manage a team and interact with clients.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Strong problem-solving skills and a customer-centric approach to service delivery.

🛠️ Keahlian

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