job description
Are you a seasoned IT professional with a passion for leading high-performing service desk teams? Xymbolic IT Solutions Provider Corporation is seeking a dynamic Service Desk Lead to spearhead our IT support operations in Bali, Indonesia. In this pivotal role, you will manage a team of IT support specialists, optimize service delivery processes, and ensure exceptional end-user satisfaction through ITIL-aligned best practices.
As the Service Desk Lead, you will play a critical role in maintaining the efficiency and reliability of our IT infrastructure while fostering a culture of continuous improvement. Your leadership will drive operational excellence, reduce downtime, and enhance the overall IT experience for our clients and internal stakeholders. If you thrive in a fast-paced environment and have a proven track record in IT service management, we want to hear from you!
Join us in beautiful Bali and take the next step in your IT career with a company that values innovation, collaboration, and professional growth.
Responsibility
- Lead, mentor, and manage a team of IT service desk technicians to ensure high-quality support and rapid issue resolution.
- Oversee daily IT support operations, including ticket management, incident resolution, and service request fulfillment.
- Implement and maintain ITIL (Information Technology Infrastructure Library) frameworks to improve service delivery and operational efficiency.
- Monitor key performance indicators (KPIs) such as first-call resolution, average response time, and customer satisfaction, and take proactive steps to enhance performance.
- Collaborate with cross-functional teams to identify and address recurring IT issues, implementing long-term solutions to prevent future disruptions.
- Develop and maintain comprehensive documentation, including SOPs (Standard Operating Procedures), knowledge base articles, and IT policies.
- Ensure compliance with IT security protocols and data protection regulations to safeguard company and client information.
- Drive continuous improvement initiatives by analyzing service desk metrics and implementing process optimizations.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL v4, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
- Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role managing a service desk team.
- In-depth knowledge of ITIL frameworks and best practices for IT service management.
- Strong technical expertise in troubleshooting hardware, software, and network issues in a Windows/Linux environment.
- Excellent communication, leadership, and interpersonal skills to effectively manage teams and interact with stakeholders at all levels.
- Proven ability to analyze service desk performance data and implement data-driven improvements.
- Experience with IT service management tools (e.g., ServiceNow, Zendesk, Jira Service Management) and remote support technologies.
- Familiarity with cybersecurity principles and the ability to enforce IT security policies and procedures.