Service Desk Team Lead
- Kuala Lumpur
- Tetap
- Sepenuh masa
- Develop and maintain appropriate Service Desk methodology, processes, and procedures.
- Proactively develop and build robust relationships with key stakeholders within the business at a Senior Level in scope.
- Manage demand, capacity, and SLA adherence, balancing resources across shift patterns to ensure the desk and Back-office function is always adequately manned.
- Build and maintain a healthy KPI and performance dashboard for the Global Service Desk, including SLA adherence, individual/team performance, Service Desk capacity, and workload metrics.
- Act as an escalation point for requests and incidents within scope.
- Actively lead the prioritization and sponsorship of Service Desk Projects that will add value to Bureau Veritas.
- Grow the Global Service Desk Team in a way that is scalable and cost-effective, with responsibility for the recruitment and onboarding of new employees.
- Provide support and personal development for the Global Service Desk Team - including training and development, mentoring, and coaching.
Technical
- Expertise in IT service management frameworks, such as ITIL, and experience in implementing and optimizing IT support processes and technologies
- Familiarity with IT support tools and technologies, including Service Desk software, remote support tools, and end-user computing solutions.
- Ability to work in remote international teams
- Strong problem-solving, analytical, and decision-making skills.
- Excellent communication, interpersonal, and stakeholder management abilities.
- Ability to thrive in a fast-paced, dynamic, and diverse work environment.
- English Language- Fluent
- Bachelor's degree, preferably in Information Technology or related fields
- English Language Fluent
- Fluent in any other Specifically Required Languages (if applicable)