Technical Team Lead
hace 1 mes
**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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