Global Service Desk Team Lead Contractor
Core
Lead a 24x7 Global Service Desk team to deliver IT support for workstations, laptops, OS, software, and hardware, ensuring adherence to service levels and incident management procedures.
Role type
Senior IC IT Service Desk Team Lead
Builds
IT service operations and customer support for end-users
Domain
IT Support / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, team leadership, technical troubleshooting, ITIL Foundation, mobile device management, system imaging, root cause analysis, scheduling management, KPI reporting
Preferred skills
CompTIA/Microsoft/Cisco certification, cross-functional collaboration, cultural sensitivity
Technologies
IT Service Management tools, Windows/Mac OS, mobile device platforms
Responsibilities
Provide leadership to the Global Service Desk team to ensure proper levels of customer service are continuously delivered, monitor metrics and coach the team, lead call management processes, diagnose and escalate incidents, provide first and second level technical support, configure and provision mobile devices, assist in system upgrades and maintenance, deploy software and system images, research issues to identify root cause, identify and prioritize tasks, prepare weekly/monthly reporting on service delivery metrics, lead meetings to ensure service level objectives are met, manage team schedules, assist in recruiting and interviewing candidates, work with IT Services groups to ensure security policies are followed, drive continual improvement using metrics, follow company policies and procedures.
Seniority
Senior, hands-on IC with team leadership
