Service Desk Team Leader

2 tygodni temu

Łódź, Łódź Voivodeship, Polska Stretto Pełny etat
  • Participates in the design, analysis, selection, implementation, and on-going maintenance of individual computer hardware systems used
  • Support and Lead Incident Management and Ticket Escalations
  • Leads Operating System and application software installations, upgrades, and improvement projects on Windows workstation infrastructure
  • Analyze system and user generated support requests to find root causes. Independently plan and implement system changes to improve system performance, accuracy, and effectiveness
  • Monitor individual and enterprise-wide system performance. Independently initiate research and troubleshooting steps to address deficiencies or anomalies
  • Participates in on-call support activities to monitor operational status of systems
  • Provide day-to-day administrative support for routine operations of systems under support contracts by outside firms
  • Responsible for timely completion of project tasks as well as timely reporting of impediments and delays impeding progress goals
  • Maintain basic user proficiency of Stretto support applications
  • Maintain knowledge of Windows Operating Systems
  • Maintain existing and develop new backup strategies to ensure data availability
  • Maintain and extend monitoring and alerting frameworks
  • Maintain and extend configuration management procedures and applications (JAMF)
  • Leads design, development, documentation, analysis, testing, and implementation of computer systems based on and related to user or system requirements
  • Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale
  • Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications
  • Designs and develops scripts to automate infrastructure, monitoring, and cloud management
  • Manages performance tuning process, capacity planning, and resource optimization
What we are looking for:
  • 10+ years previous experience with Service Desk Support or Equivalent Professional Experience
  • Previous leadership experience
  • BA in Computer Science
  • ITIL or similar certification preferred
  • Familiar with standard IT department concepts, practices, and procedures
  • Strong written and verbal communications skills
  • Track record in supporting successful desktop infrastructure design and rollout projects.
  • Strong interpersonal (teambuilding) and collaboration skills
  • Experience implementing and managing using ITIL or similar framework
  • Experience successfully supporting remote team members
  • Excellent organizational and time management skills
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