Senior IT Support _ Operation Lead

We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our IT support team as an Operation lead. 

The ideal candidate will have extensive knowledge of IT service management, excellent problem-solving skills, and the ability to provide high-level technical support to end-users.

This role also involves leading a small team of engineers, optimizing support and operational related processes, and ensuring the highest service level of operational efficiency and reliability.

Key Responsibilities:

1) Team Leadership

- Lead, mentor, guide and manage a team of engineers on key accounts assigned and working closely with the Service Delivery Manager

- Ability to guide and advise the team on the appropriate approach for elaborating and writing via emails to the customers (End users and Senior Management users)

- Guide the team to communicate in a more diplomatic and tactful manner to the senior management users with the appropriate soft skill approach and not the confrontational manner

- Conduct regular performance reviews and provide feedback

- Foster a collaborative and high-performing team environment.

2) Operations Management:

- Oversee daily technical operations and ensure systems and infrastructure are functioning efficiently.

- Ensure the efficient operation of the service desk, including ticket management, prioritization, and timely resolution.

- Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs).

- Develop and implement operational policies, procedures, and best practices.

- Ensure Process are follow in accordance to ITIL standards

- Ensure compliance with industry standards and regulatory requirements.

- Assist and facilitate the yearly IT audit and compliance.

3) Technical Skills:

- Strong understanding of technical systems, infrastructure, and operational best practices.

- Provide expert-level technical support to end-users for hardware, software, and network issues.

- Diagnose and resolve complex technical problems related to desktops, laptops, printers, and other peripherals.

- Knowledge in Microsoft 365 Suite of product

- Troubleshoot and resolve issues with operating systems, software applications, and network connectivity.

4)          Customer Service :

- Experienced on professional handling of Senior Management users

- Ability to clearly explain technical issues in simple, professional terms especially for senior management users by using soft approach. The ideal candidate will translate complex details into accessible insights, ensuring effective communication with non-technical stakeholders and in layman’s term.

- Develop and maintain strong relationship with end-users 

- Communicate effectively with users to understand their technical issues and provide timely updates on the status of their requests

- Ensure all communications with customers and internal are documented in a form of meeting minutes or email and have good documentation practices

Requirements

- Degree / Diploma in IT, or a related field, or equivalent work experience

- Minimum of 4-5 years of experience in IT support or service desk roles, with at least 2 years in a senior or lead position with leadership capability

- Relevant certifications (e.g. Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are a plus.

- Ability to work in a fast-pace and dynamic environment

- Excellent communication and interpersonal skills.