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.