Task: Lead Service Desk team, oversee internal IT services, and enhance processes within a cybersecurity framework.
Responsibilities: – Manage 1st to 3rd line, Team Leader, and Change Manager. – Develop the team for comprehensive support, aligning with cybersecurity best practices. – Enhance existing ITIL-based processes and tools. – Co-own Change Management framework and attend relevant meetings. – Prioritize time-sensitive issues, engage with vendors, and ensure optimal communication. – Oversee patching, Cyber Security processes, and Mobile Device Management. – Support AV equipment, Cloud Telephony, and Contact Centre systems. – Maintain documentation, spread knowledge, and ensure team adherence to SLAs. – Lead Incident Management for Major Incidents. – Manage tools, request user feedback, and communicate effectively.
Key Skills: – IT leadership experience. – ITIL Service Desk proficiency. – Strong customer service background. – Expertise in Desktop, Server, Virtualization, Office 365, Azure, and Cyber Security. – Familiarity with ITSM, RMM Tools, and documentation. – Stakeholder management and prioritization skills. – Promote team binding and open collaboration.
