SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

The Service Desk Shift Lead is responsible for overseeing the daily operations of the service desk during their assigned shift. This role involves managing a team of service desk analysts, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. The Shift Lead will also act as a point of escalation for complex issues and will work closely with other IT teams to ensure seamless service delivery.

Key Responsibilities

1. Team Management:
     - Supervise and support a team of service desk analysts during the assigned shift.
     - Conduct regular team meetings and provide ongoing training and development.
     - Monitor team performance and provide feedback and coaching as needed.
     - Ensure adequate staffing levels and manage shift schedules.

2. Incident Management:
     - Oversee the logging, categorization, prioritization, and resolution of incidents.
     - Act as the first point of escalation for complex or high-priority issues.
     - Ensure incidents are resolved within agreed SLAs and follow up on any breaches.
     - Coordinate with other IT teams for incident resolution and problem management.

3. Client Service:
     - Ensure high levels of customer satisfaction by maintaining a customer-focused approach.
     - Handle customer complaints and escalate issues as necessary.
     - Monitor customer feedback and implement improvements based on insights.

4. Reporting and Documentation:
     - Generate and analyze reports on service desk performance, including incident resolution times, customer satisfaction, and team productivity.
     - Maintain accurate and up-to-date documentation of processes, procedures, and knowledge base articles.
     - Provide regular updates to the Service Desk Manager on shift performance and any ongoing issues.

5. Process Improvement:
     - Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
     - Stay updated on industry best practices and emerging technologies to continuously improve service delivery.

6. Compliance and Security:
     - Ensure all service desk activities comply with company policies and regulatory requirements.
     - Promote and enforce IT security best practices within the team.

Skill Requirements

Strong leadership and team management skills.
 - Excellent problem-solving and decision-making abilities.
 - Proficient in ITSM tools (e.g., Service Now, Remedy).
 - Strong communication and interpersonal skills.
 - Ability to work under pressure and manage multiple priorities.

• Certifications (Preferred):
   - ITIL Foundation Certification.
   - Other relevant certifications (e.g., CompTIA, Microsoft, Cisco).

Working Conditions:

• Shift work, including nights, weekends, and holidays as required.
• Fast-paced environment with a high volume of incidents and requests.

Other Requirements

• Education:
   - Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• Experience:
   - Minimum of 5-8 years of experience in a service desk or technical support role.
   - At least 1-2 years of experience in a leadership or supervisory capacity.