Інцидент менеджер/Тім.Лід ІТ-Підтримки
Core
Leading the L1 Service Desk team to ensure uninterrupted user support and managing critical incident resolution to minimize business impact.
Role type
Senior IC Incident Manager / Team Lead (L1 Service Desk)
Builds
Stable IT operations and efficient incident resolution workflows
Domain
IT Service Management (ITSM/ITIL)
Required skills
Incident management, Team leadership, ITIL/ITSM processes, SLA/KPI tracking, Stakeholder communication, Technical troubleshooting (OS, Networks, Active Directory, MS 365), Service Desk tools (OTRS, Jira, ServiceNow, Zendesk)
Preferred skills
ITIL Foundation certification, Analytics tools (Power BI, Grafana), Automation scripting, Knowledge Base management
Technologies
Windows, macOS, Linux, Google Workspace, Active Directory, Entra ID, MS 365, OTRS, Znuny, Jira Service Management, ServiceNow, Zendesk, Freshservice, Power BI, Grafana, Zabbix, Confluence, Notion
Responsibilities
Organize and coordinate daily L1 team operations and shift schedules, Manage and escalate Major incidents, Monitor quality of support interactions and provide feedback, Train and mentor new team members, Optimize support processes and automate ticket resolution, Prepare reporting on SLA and KPI metrics
Seniority
Senior, hands-on IC with management duties