IT Service Desk Team Leader - Bali

Join Tata Consultancy Services as an IT Service Desk Team Leader in beautiful Bali and take the helm of a dynamic service desk operations team. In this pivotal role, you will drive operational excellence, ensuring seamless IT support delivery, rapid issue resolution, and a high level of customer satisfaction. With a focus on continuous improvement and innovation, you'll work closely with cross-functional teams to enhance IT service management processes.

As the leader of our IT Service Desk team in Bali, you will oversee daily operations, implement best practices, and leverage tools like ServiceNow and Jira to streamline workflows. This is an exciting opportunity for a seasoned IT professional to make a significant impact in a growing organization, with ample room for career growth and development.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of IT support specialists, fostering a collaborative and high-performance environment.
• Oversee the daily operations of the IT Service Desk, ensuring efficient handling of service requests and incident management.
• Implement and maintain ITIL best practices to improve service delivery and customer satisfaction.
• Utilize ServiceNow and Jira to manage and track service requests, incidents, and problems.
• Drive continuous improvement initiatives to enhance IT service management processes.
• Collaborate with cross-functional teams to ensure seamless integration of IT services with business objectives.
• Monitor and report on service desk performance metrics, identifying areas for improvement.
• Ensure compliance with IT policies, procedures, and regulatory requirements.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT Service Desk operations, with a proven track record of leading teams.
• Certifications such as ITIL Foundation or equivalent experience.
• Hands-on experience with ServiceNow and Jira.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to drive continuous improvement and innovation.
• Knowledge of IT service management best practices and frameworks.

🛠️ Keahlian

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