Full-Time Service Desk L1/L2 Team Leader

• Early shift: GMT 08:00 to 20:00 (in office).
• Late shift: GMT 20:00 to 08:00 (work from home).

1. Supervise, mentor, and develop service desk analysts.
2. Oversee daily activities, ensuring prompt resolution of incidents and service requests.
3. Manage major incidents and prioritize workload.
4. Identify continuous improvements and automation.
5. Ensure high customer service standards and address concerns.
6. Maintain service desk processes and ensure compliance with ITIL practices.
7. Provide technical guidance and stay updated on emerging technologies.
8. Support report generation and data analysis for improvements.

• Minimum 5 years in IT support, with 3 years in a managerial role.
• Strong understanding of IT infrastructure and troubleshooting.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks (certification preferred).
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in Microsoft Office 365 Support, Active Directory, and Windows/Linux Server.
• Bachelor's degree in Computer Science, IT, or equivalent experience.

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