Supervise an outsourced team dedicated to the remediation of incident requests.
Coordinate the assignment of tickets and track request lifecycle to deliver optimal customer satisfaction.
Conduct regular reviews of performance against defined SLA metrics and provide feedback to vendor and DV IT leadership.
Oversee daily operations, ensuring efficient resolution of support tickets and meeting performance targets.
Act as an escalation point for complex technical issues and resolve them promptly.
Monitor ticketing systems, analyze trends, and generate reports to identify areas for improvement.
Identify recurring issues and recommend long-term solutions to reduce support
Ensure a customer-centric approach in all support activities, maintaining high levels of satisfaction.
Develop and enforce service desk policies, procedures, and best practices.
Collaborate with IT and other business units to address cross-functional support needs.
Communicate updates and best practices to team members and stakeholders.
Education and Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT support, with 1-2 years in a supervisory role.
Skills and Knowledge:
Strong understanding of IT support processes, systems, hardware, and software.
Strong attention to detail
Proficient in using Helpdesk tools and ticketing systems (e.g., Jira Service Management, Freshservice, ServiceNow).
Excellent leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities.
Excellent troubleshooting skills in Windows, macOS, and basic networking.
ITIL certification or equivalent a plus
Experience working with global teams
Be a part of a global team delivering innovative IT solutions.
Enjoy a collaborative and inclusive workplace.
Develop your leadership skills while contributing to a high-performing team.
