Service Desk Lead | Hybrid  

The Service Desk Lead will manage a team of service desk analysts, ensuring reported incidents and service requests are facilitated to completion, efficiently and effectively. The role is also responsible for managing the team responsible for Corporate IT administrative services.

Duties and Responsibilities

• Lead and supervise the service desk and administrative services teams
• Implement service desk best practices – processes, tools, methods, standards and framework
• Ensure the team consistently meets stated organizational level agreements (OLA)
• Collaborate with resolvers, within and external to CIT, facilitating successful completion of tasks
• As owner of asset management process, build and maintain IT asset inventory
• Manage IT assets life cycle – from requirements to monitoring and eventual decommisioning
• Implement related initiatives and projects
• Provide management reports as needed
• Plan and implement training programs for the team
• Align team practices to organizational standards, including QMS, ISMS, BCMS and related initiatives
• Perform other duties as assigned, if necessary.

A. Minimum Education

• Graduate of Computer Science or equivalent

B. Minimum Experience/Training

• With at least five (5) years relevant experience as a Senior Service Desk Analyst, as Lead or equivalent
• Knowledge and expertise in the following areas:
  • ITIL or equivalent service management framework
  • ITSM tools and methods