Service Desk Team Lead

TL;DR

Service Desk Team Lead (IT Support): Lead, mentor, and oversee a team delivering first-class ICT support services with an accent on operational efficiency, SLA compliance, and continuous service improvement. Focus on managing ticket flow, handling escalations, developing knowledge base, and collaborating with stakeholders and vendors in a global environment.

Remote (United States, United Kingdom)

Company

hirify.global is the global leader in workforce and labor market intelligence, combining external labor market data with internal insights via SaaS, data delivery, and advisory services for strategic workforce planning.

What you will do

• Lead, mentor, and support a team of ICT support staff to deliver high-quality IT support.
• Oversee daily service desk operations, ticket management, and resource scheduling to meet SLAs.
• Act as escalation point for complex issues and subject matter expert on service desk practices.
• Develop knowledge base articles, SOPs, and provide regular performance reporting.
• Collaborate with IT teams, vendors, and stakeholders to improve service quality and deliver initiatives.
• Follow up with customers for feedback and support ICT operations planning.

Requirements

• Previous experience in Service Desk leadership or senior IT support in a global environment supporting different time zones
• Outstanding communication, stakeholder management, and customer service skills
• Procurement of IT devices for end-users
• Familiarity with ITIL frameworks and service management practices
• Exceptional problem-solving, organizational, and time management skills
• 5+ years hands-on IT support experience; Windows, macOS, iOS, Microsoft 365 support
• Knowledge of SharePoint, Teams admin, Microsoft Defender, MDM (Intune/Autopilot), ticketing systems, Atlassian
• Experience in onboarding/offboarding, security incident management, root cause analysis

Nice to have

• Experience with Okta, Jira Service Management, AWS
• Tertiary qualifications or ITIL accreditation
• Certifications: Microsoft, CompTIA A+, Network+, Security+

Culture & Benefits

• Core values: Humanity First, Customers at the Core, Diverse Minds One Team, Pioneering Innovation, Resilient Perseverance
• High degree of autonomy in day-to-day management
• Opportunities to develop skills in technology and team leadership
• Equal opportunity employer