Service desk Team Lead
Zarchiwizowane
Umowa o pracę
Support
remote
iDeals is a global product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 1, 000 000 users from 175,000 companies all over the world (mostly in the US and Europe), we are on a mission to build the most robust Virtual Data Room (VDR) solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
Now we are looking for a Service desk team lead who will manage a service desk team, improve operational performance, and provide the best IT service to internal clients of the company.
Our service desk team uses modern instruments and approaches based on the ITIL methodology.
WHAT YOU WILL BE DOING:
- Manage IT service desk function of the company
- Team management and development (hiring, onboarding, performance appraisal, development plans creation, performance monitoring, task setting)
- Track SLA metrics, operational performance improvement, and reporting
- Ensure that processes and procedures used by the service desk are documented, regularly audited, and continually improved
- Participation in research, planning, scoping, implementation, and ongoing support for new IT projects (automation and implementation of new instruments, and software)
- Triaging and prioritizing incoming tickets, assigning tickets to appropriate team members or subject-matter experts, and tracking the progress of ticket resolution
- Work with complex IT requests from internal clients
- Resolve 24/7 emergency requests per shift schedule
- Participation in maintaining inventory of hardware, software, and support assets
WHAT YOU SHOULD HAVE:
- 2+ years of experience as a service desk manager
- 7+ years of experience in service desk/IT support
- At least Upper-intermediate level of English
- Experience with ticket systems (flow set up), and metrics management
- Extensive experience with GPOs, applications and software, license agreement terms, AWS/GCP, configuring servers, and Virtualization technology (ability to perform an in-depth range of setup and troubleshooting)
- Knowledge and understanding of principles of ITIL foundations
- Knowledge of basic principles and policies of ISO 27001
- In-depth knowledge of desktop and server equipment
- Experience in setting up network equipment (switch, router) and knowledge of TCP / IP network protocols)
- Experience with Windows and Mac OS client systems (installation, setup, reinstallation, recovery)
WHAT WE OFFER:
- Remote-first work
- iDeals Wellness Package: for medical insurance and health-related activities
- Mental Health Support Package
- Paid vacation, sick days, days off, and paid national holidays
- Paid family leave
- Paid pregnancy disability leave
- Paid sabbatical leave
- Unlimited learning and development opportunities
- Professional and self-development books and subscription services compensation
- Sponsorship of participation in inspiration events, conferences, meetups
- Obtain the company’s support if you decide to become a speaker or writer
- Reimbursement of participation in sports competitions
- International team-building activities
- Support with organization workplace at home. Provided budget for home-office setup
- High-end laptop and monitor – based on your working needs
- Budget for additional IT equipment
- Reimbursement of co-working space expensesInternal growth policies
- Regular performance and salary reviews
- Generous internal referral program
- iDeals Surprise Boxes from the People Experience
- Excellence, Care, Trust, Collaboration, and Commitment are core values of the iDeals team
We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further.
Our diversity and different perspectives are the foundation of our success. Our two values, collaboration, and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems.
Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.
iDealers work in a remote-first model, meaning we collaborate remotely from anywhere – either home, cafe, co-working space, or one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.
iDeals is an equal opportunity employer
iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.
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