Technical Team Lead

hace 1 mes


Xico, México Cognizant A tiempo completo

**Job Summary**

**Key Responsibilities**

  • Lead the technical team in managing and resolving incidents efficiently, ensuring timely and effective support.
  • Oversee Service Desk operations to guarantee seamless service delivery and minimize downtime.
  • Provide expertise in Service Now to streamline workflows, enhance service quality, and drive continuous improvement initiatives.
  • Maintain and optimize the Windows environment for performance, collaborating with cross-functional teams to identify and implement process improvements.
  • Monitor and analyze incident trends to prevent future occurrences, developing and maintaining documentation for incident management processes.
  • Train and mentor team members to enhance their technical skills and knowledge, ensuring compliance with company policies and industry standards.
  • Coordinate with stakeholders to ensure alignment of IT services with business needs, implementing best practices for incident management.
  • Conduct regular reviews of service desk performance, implementing corrective actions to enhance service quality and efficiency.

**Requirements**

  • Possess strong experience in Incident Management and Service Desk operations, with expertise in Service Now for workflow automation and service management.
  • Have a solid understanding of Windows operating systems and their maintenance, with excellent problem-solving skills and attention to detail.
  • Show ability to lead and mentor a technical team effectively, with strong communication and collaboration skills.
  • Demonstrate ITIL certification and Microsoft Certified: Windows Server expertise.

**Certifications Required**

  • ITIL Microsoft Certified: Windows Server

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