Job Description
Job Summary
The Tech Services Lead need to Manage ticket patterns, SLAs, team productivity, and security compliance while organizing meetings, recognizing team achievements, and supporting IT partners. Requires 6-8 years of experience, relevant qualifications, and strong communication skills.
Skills
- Minimum 6-8 years of experience in the similar capacity
- Adaptability / Flexibility Exposure to handling incidents and/or service requests related to Google Workspace, Office 365 and Adobe Cloud Products
- Highly self-motivated and directed with keen attention to detail
- Excellent communication skills
Qualifications
- BSc. in Computer Science / Information Technology or relevant qualification from a recognized university.
- Certifications in Microsoft Certified Systems Engineer, CCNA, Information Technology Infrastructure Library will be added advantages.
Key Responsibilities
- Understanding the pattern and category of tickets, people productivity, SLA Management, DSAT assessment, Reopened tickets, Random validation of resolution notes and customer visible column updates, etc.
- Recognizing the team members with Rewards on a timely basis.
- Should support to IT Technology Partners with necessary assistance
- Responsibility to handle the attendance closure, shift roster & crisis management
- Ability to handle Information Security and Business Continuity requirements
- Organizing Monthly meeting with team members
- Reports and Records Managements