IT Support Team Lead

at  SBM Offshore

JOB REQUIREMENTS

• Minimum 5 years’ experience in IT Service Desk role, providing on-site and remote support.
• Mandatory English-speaking fluency. French, Portuguese, or Dutch languages are a plus.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
• Proven ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent written and verbal communication skills, with the ability to communicate technical information effectively to non-technical users.
• Mandatory experience in Windows OS environment, Office 365 suite, Cisco end-user devices (i.e. video conferencing), and Citrix client.
• Mandatory experience with endpoint hardware lifecycle, deployment, and maintenance.
• Mandatory experience with ITIL v3 processes.
• Experience supporting VIPs is required.
• Attitude required are to be communicative, energetic, self-motivated, and self-learner.
• Certifications on Microsoft and Cisco products are a plus.
• Able to work on a shifting schedule and during weekends/bank holidays (on-call or regular duty), based on business requirements.

• Lead and mentor a team of IT Support Technicians, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction.
• Monitor and prioritize incoming support tickets, ensuring that all issues are addressed in a timely manner and according to established service level agreements (SLAs).
• Act as an escalation point, providing guidance and support to resolve issues efficiently.
• Coordinate with other IT teams, across different sites and disciplines, to ensure seamless resolution of issues and effective communication with end-users.
• Analyse IT Service Desk metrics and performance data to identify trends, areas for improvement, and opportunities to optimize processes.
• Drive continuous improvement initiatives to streamline support processes, increase first-call resolution rates, and enhance overall customer satisfaction.
• Develop and maintain documentation for IT procedures, troubleshooting guides, and knowledge base articles.
• Enforce and execute the agreed processes and known best practices necessary to work accordingly to the direction and strategy of IT&S, making suggestions for improvement when the opportunity arises.
• Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance.
• Enforce Incident Management Procedures and ITSM Procedures on the team.
• Ensure that the IT Support Technicians keep the customer properly and timely informed on the status of their ticket.
• Interface with key stakeholders in the office when necessary.
• Provide accurate and detailed information when escalating to the next support level.
• Ensure that the endpoint lifecycle policy is executed.
• Communicate/escalate in timely manner recurring issues and problems to the IT Support Manager.
• Communicate the minimum hardware stock availability to IT Asset & Data Administrator/IT Operations Manager.
• Maintain a weekly/monthly schedule, fulfilling all individual roles and responsibilities of the team.