Service Desk Team Lead

Paraná, Entre RíosConsider a new opportunity The Service Desk (SD) teams in Endava MS (Managed Services) provide first level support for Endava MS Customers, acting as single point of contact (SPOC). The Team Leader (TL) undertakes line management role for the SD team, reporting to the Service Desk Manager. The main responsibility areas are staff development, performance management, coaching, resourcing and scheduling. The SD TL will ensure that the team follows processes and practices, individual and team KPIs are achieved and contribute to process improvement and development.
Match your profile

Mandatory skills: Understanding of the principles behind Active Directory, DNS, local client networking, and both client-server and hosted web-based bespoke applications Strong written and verbal communication skills in both English and Spanish – successful applicants should be friendly, and able to communicate well at various levels within a business and with end-users of various skills and experience
People oriented – able to manage different personalities and take appropriate actions for handling potential conflicts within the teams
Calm – able to deal with pressured staff working to deadlines and work shifts.
Composed and trustworthy – is seen as a direct truthful individual, can present the unvarnished truth in an appropriate and helpful manner.
Admits mistakes.
Good command of the Microsoft Office Suite products
Desirable skills:
Familiar with IT security standards and concepts
Familiar with basic network connection diagnostics
Familiar with ITIL concepts and practice (certification is a plus)
Prior experience with Service Management Systems in outsourcing environments
Job: Managed Services

Primary Location: Argentina-Entre Ríos-Parana

Organization: PAD

Schedule: Full-time