Service Desk Team Lead

We are looking for a Service Desk Team Lead for one of our clients. Your job scope is as follows : - Provide expertise and advanced-level technical support to technician and end-users. - Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical issues. - Diagnose and resolve escalated issue and complex hardware, software, and network issues. - Participate in the team's skills development and knowledge management. - Maintain comprehensive and up-to-date documentation of service desk processes, procedures, and knowledge base articles. - Serve as the technical expert for the service desk team, providing guidance on complex technical issues. - Conduct dedicated training sessions and workshops to enhance technical skills of the team. - Promote a culture of knowledge sharing and continuous learning within the team. - Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes. - Develop and maintain incident response procedures and documentation. - Conduct root cause analysis for recurring problems and implement long-term solutions. - Identify opportunities for service improvements and implement changes to enhance efficiency and effectiveness. - Evaluate and recommend new tools, technologies, and processes to improve service delivery. - Lead or participate in special projects aimed at enhancing the efficiency and effectiveness of the service desk. Experience : - Bachelor's degree in information technology, Computer Science, or a related field. - Minimum of 5-8 years of experience in a technical support and Leading Team. - Proven track record of successfully managing a service desk team and resolving complex technical issues. Technical Skills : - Advanced knowledge of computer hardware, software, and networking concepts. - Proficiency with Windows, Linux and/or Mac operating systems. - Knowledge of common office software applications (e.g, Microsoft Office Suite). - Experience with ITSM tools and ticketing systems (ServiceNow or others). - Advanced troubleshooting and problem-solving skills. Soft Skills : - Strong problem-solving and analytical skills. - Strong leadership and team management abilities. - Excellent verbal and written communication skills. - Customer-focused with a commitment to delivering high-quality service. - Ability to work under pressure and manage multiple priorities. Certifications : - ITIL Foundation or other relevant certifications. - Advanced certifications (e.g, MCSE, CCNA, ITIL Practitioner) are highly desirable. (ref:hirist.tech)