Service Desk Team Leader

at  NTT Data

MAKE AN IMPACT WITH NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in network, security, and unified communication support, preferably in a service desk or technical support role.
• Strong leadership skills and a track record of successfully managing and motivating teams.
• Certification in network, security, and unified communication technologies (e.g., Cisco, Palo Alto, F5 …) is a plus.
• Excellent communication and customer service skills.
• Ability to work effectively under pressure and prioritize tasks.
• Problem-solving skills and a detail-oriented approach to troubleshooting.
• Fluent in English
• The candidate must be native from a NATO country and hold a valid NATO Secret Clearance is asset

KEY RESPONSIBILITIES: 20% TEAM LEAD – 80% OPERATION

Team Leadership:

• Lead and mentor a team of service desk technicians, fostering a collaborative and high-performing work environment.
• Set clear performance expectations, conduct regular one-on-one meetings, and provide constructive feedback to team members.
• Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team.
• Monitor the performance of Service Desk Agents and identify any training required.
• Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

Technical Expertise:

• Stay up-to-date with the latest network, security, and unified communication technologies and best practices.
• Assist team members with complex technical issues and escalations in network, security, and unified communication.
• Develop and maintain in-depth knowledge of the organization’s network, security, and unified communication architecture.

Service Desk Management:

• Oversee the daily operation of the Network, Security, and Unified Communication Service Desk, ensuring efficient incident management, problem resolution, and service requests.
• Contribute to the process of managing tickets or calls logged at the service desk.
• Ensure all incidents which are logged, are accurately categorized.
• Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
• Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Ensure reported faults are investigated and diagnosed.
• Be expected to take ownership and resolve or further escalate escalated incidents.
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Ensure relevant actions have been logged to enable tracking.
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
• Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner.
• Collaborate with other IT teams to address network, security, and unified communication-related issues.
• Implement and improve service desk processes to optimize efficiency.

Customer Engagement:

• Interact with clients and act as a point of contact for network, security, and unified communication-related inquiries or issues.
• Build and maintain strong relationships with clients, promoting trust and customer satisfaction.

Documentation and Reporting:

• Maintain accurate records of incidents, service requests, and network, security, and unified communication configurations.
• Generate reports on team performance, incident trends, and areas for improvement.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in network, security, and unified communication support, preferably in a service desk or technical support role.
• Strong leadership skills and a track record of successfully managing and motivating teams.
• Certification in network, security, and unified communication technologies (e.g., Cisco, Palo Alto, F5 …) is a plus.
• Excellent communication and customer service skills.
• Ability to work effectively under pressure and prioritize tasks.
• Problem-solving skills and a detail-oriented approach to troubleshooting.
• Fluent in English
• The candidate must be native from a NATO country and hold a valid NATO Secret Clearance is asset.

Workplace type:
On-site Working