Lead, Service Desk

About the role

Zones is a global IT solution provider specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. The Lead, Service Desk oversees the day-to-day operation of the service desk, ensuring customer requirements are met through communication, prioritization, escalations, and resolutions of incidents and requests. The role acts as an SME for Mac OSX, iOS, O365, Windows 10, Active Directory, Citrix Workspace, and Multifactor Authentication, providing service solutioning support. Based in India, this full-time position reports to the Service Desk Manager and involves leading a team to deliver flawless customer service.

What you’ll do

• Leading the day-to-day success of the service desk
• Ensuring knowledge articles are up to date and accurate
• Ensuring coverage at the desk by overseeing scheduling and managing call outs
• Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate
• Serve as the point of contact for all Customer Support communications and report to the Project Manager
• Serve as the liaison between Zones & The client
• Handling management & client escalations via phone, emails & chat with a sense of urgency
• Provide reporting and metrics for Customer Support Activities on a monthly, quarterly and annual basis

What you’ll bring

• Minimum of a bachelor's degree (BCA, Dip.IT/CS, Eng. CS/IS)
• A minimum of 4 years' experience in a similar ITSM Based service desk Leadership Role
• Experience or certification with ITIL version 3 & above
• Working knowledge of Mac OSX and Windows 7, 10, Office 2016, Office 365 and Microsoft Active Directory
• Working Knowledge on Multi Factor Authentication (Microsoft & RSA)
• Working Knowledge on ServiceNow
• Working Knowledge on Citrix One Auth, Citrix VDI, Citrix Any-Connect
• Ability to lead day-to-day service desk operations and manage team scheduling

Skills

Benefits

• Medical Insurance Coverage
• Group Term Life and Personal Accident Cover
• Flexible leave policy to balance work life
• Competitive compensation package rewarded based on performance

Education

Minimum of a bachelor’s degree (BCA, Dip.IT/CS, Eng. CS/IS).