Service Desk Team Lead
Service Desk Team Lead
Service Desk Team Lead
Avia Solutions Group
Service Desk Team Lead
Service Desk Team Lead

Service Desk Team LeadAvia Solutions Group

Service Desk Team Lead

Avia Solutions Group RnD department is acting as an IT service provider to all the group, providing quality services with SLA commitments, using our own high-reliability virtualized infrastructure, a mature ServiceDesk system based on ITIL processes. We are searching for Service Desk Team Lead to become a part of our proactive and curious team.

 

Your role:

  • Lead IT Support team (1st, 2nd level support): manage team members, their training & development, 
  • Manage the day to day running of an ITIL service desk function
  • Daily periodic overview of service desk tasks, response and resolution times of incidents, requests within SLA and customer satisfaction. Continuous improvement of ServiceDesk .
  • First point of escalation with team members and customers
  • Ensuring that all procedures used by the service desk team are thoroughly documented, consistently reviewed, and regularly improved
  • Collaborate with "supply chain" stakeholders (orders, order monitoring, communication with suppliers and customers). CMDB management.

 

Your skills:

  • 1st - 2nd level IT support knowledge
  • Experience in similar role
  • Knowledge and understanding of best practices for service management
  • An ability to balance and plan the short-term and long-term actions of the team
  • Good communication skills 
  • Attention to details
  • Orientation to the customer as well as the result
  • English language skills, Russian language knowledge would be considered an advantage.

 

What we offer:

  • Attractive salary and compensation package;
  • Wide opportunities for professional and personal growth;
  • Opportunity to work in a vibrant international and ever-growing business environment.
  • Discounts and special offers from various partners.
  • Brand new modern office with free gym, tennis and pool tables, and chill spaces.
  • A buffet that serves a wide variety of food at friendly prices.
  • Children's room where you can leave your kids to play with supervision.

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