Service Desk Lead (APAC)
About this position
The Service Desk Lead APAC is responsible for leading and managing the service desk team, ensuring the delivery of high-quality IT support services to end-users.
Responsibilities
• Lead, mentor, and manage the service desk team, including hiring, training, and performance evaluations. • Develop and implement service desk policies, procedures, and best practices. • Monitor service desk performance and ensure service level agreements (SLAs) are met. • Implement incident management and request fulfillment processes. • Provide expert-level technical support to end-users for hardware, software, and network issues. • Continuously assess and improve service desk operations to enhance efficiency and customer satisfaction.
Requirements
• Bachelor's degree in information technology or related field (preferred). • 10 years of experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organization. • Having relevant ITIL qualifications. • Proven leadership and team management skills. • Experience with ITSM tools and processes.
Benefits
61,000 - 100,000 THB per month
