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Lead Service Desk Specialist

Remote: 
Full Remote
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Fluent in English (B2+ or higher), Deep understanding of IT Service Management principles, Strong customer-facing and communication skills, Knowledge of ITIL processes..

Key responsabilities:

  • Lead geo-distributed teams in service support.
  • Manage incidents, KPIs, team performance and onboarding.
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EPAM Systems XLarge http://www.epam.com
10001 Employees
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Job description

Currently, we are looking for a Lead Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM’s clients.

Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

Responsibilities


  • Lead multiple geo-distributed teams to deliver high-quality support service to clients
  • Major Incident Manager (MIM)
  • Provide day to day servant leadership, guidance, and coordination across teams
  • Supervise and review the work of team and handle customer complaints properly
  • Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
  • Resolving conflicts and ensuring the teams’ processes and tasks are carried out efficiently
  • Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
  • Implementation of new L1 activities and tasks
  • Project onboarding from the client and L2/L3
  • Knowledge base article creation and maintenance for L1 activities
  • Communication process calibration for L1 and L2/L3 teams
  • Newcomer’s onboarding and KT provision to the team


Requirements


  • Fluent English (B2+ or higher)
  • Excellent verbal and written communication skills in languages possessed
  • Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
  • Possess good knowledge of IT Service Management principles and best practices; able to transition the service, set up KPIs and SLAs
  • Stress resistance, and ability to handle high volumes of requests
  • Outstanding client-facing skills
  • Advanced troubleshooting and multi-tasking skills
  • Ability to stay cool-headed in tough situations
  • Good knowledge of ITIL event and incident management processes
  • Personal skills: motivated, quick learner, organized, and responsible


Nice to have


  • Networking Basics Knowledge and understanding of basic networking terms
  • Knowledge of Linux basics (novice level)
  • Android / iOS general interface and features knowledge
  • Cloud Infrastructure comprehension


We offer


  • We connect like-minded people
    • Delivering innovative solutions to industry leaders, making a global impact
    • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
    • Opportunity to work abroad for up to two months per year
    • Relocation opportunities within our offices in 55+ countries
    • Corporate and social events
  • We invest in your growth
    • Leadership development, career advising, soft skills and well-being programs
    • Certifications, including GCP, Azure and AWS
    • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly
    • Free English classes with certified teachers
  • We cover it all
    • Participation in the Employee Stock Purchase Plan
    • Monetary bonuses for engaging in the referral program
    • Comprehensive medical & family care package
    • Five trust days per year (sick leave without a medical certificate)
    • Benefits package (sports activities, a variety of stores and services)
Experience the freedom of remote work from anywhere in Georgia, whether from the comfort of your home, our modern offices in Tbilisi and Batumi or a coworking space in Kutaisi.

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Troubleshooting (Problem Solving)
  • Team Leadership
  • Communication
  • Multitasking
  • Self-Motivation
  • Accountability
  • Communication

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