Job Summary
We are seeking a highly skilled Technical Lead with 12 to 14 years of experience to join our dynamic team. The ideal candidate will have extensive expertise in Incident Management Service Desk Service Now and Windows. This role requires a proactive individual who can manage complex technical issues and lead a team to ensure seamless IT operations. The work model is hybrid and the shift is day. No travel is required.
Responsibilities
Lead the technical team in managing and resolving incidents efficiently to minimize downtime and ensure business continuity.Oversee the Service Desk operations to provide timely and effective support to end-users.Provide expert guidance on the use of Service Now for incident tracking and resolution.Ensure the Windows environment is maintained updated and secure to support business operations.Develop and implement best practices for incident management to improve response times and resolution rates.Collaborate with other IT teams to ensure seamless integration and support for various systems and applications.Monitor and analyze incident trends to identify areas for improvement and implement corrective actions.Train and mentor team members to enhance their technical skills and knowledge.Create and maintain comprehensive documentation for incident management processes and procedures.Conduct regular reviews of Service Desk performance and implement strategies to enhance efficiency.Coordinate with stakeholders to understand their IT needs and ensure the Service Desk meets their expectations.Manage escalations and ensure high-priority incidents are resolved promptly and effectively.Ensure compliance with company policies and industry standards in all technical operations.
Qualifications
Possess a strong background in Incident Management with a proven track record of resolving complex technical issues.Demonstrate extensive experience in managing a Service Desk and providing end-user support.Have in-depth knowledge of Service Now and its application in incident tracking and resolution.Show proficiency in managing and maintaining Windows environments.Exhibit excellent leadership and team management skills.Display strong analytical and problem-solving abilities.Possess excellent communication and interpersonal skills.Be proactive and able to work independently in a hybrid work model.Have a commitment to continuous improvement and staying updated with industry trends.Demonstrate the ability to train and mentor team members effectively.Show experience in creating and maintaining technical documentation.Have a strong understanding of compliance and industry standards in IT operations.Be able to manage escalations and high-priority incidents efficiently.
Certifications Required
ITIL Certification Service Now Certified System Administrator Microsoft Certified: Windows Server Fundamentals