IT Service Desk Shared Team Lead

Provide team leadership and coaching:

• At least 2 years of experience in people management and team management


• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort


• Provide the team with a vision of the project objectives


• Motivate and inspire team members


• Lead by setting a good example (role model) – behavior consistent with words


• Coach and help develop team members; help resolve dysfunctional behavior


• Facilitate problem solving and collaboration


• Strive for team consensus and win-win agreements


• Ensure discussions and decisions lead toward closure


• Maintain healthy group dynamics


• Intervene when necessary to aid the group in resolving issues


• Assure that the team members have the necessary education and training to effectively participate on the team


• Encourage creativity, risk-taking, and constant improvement


• Recognize and celebrate team and team member accomplishments and exceptional performance

Focus the team on the tasks at hand or the internal and external customer requirements:

• Coordinate with internal and external customers as necessary


• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance


• Assure that the team addresses all relevant issues within the specifications and various standards


• Provide necessary business information


• Serve as meeting manager or chairman


• Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel


• Ensure deliverables are prepared to satisfy the project requirements, cost and schedule


• Help keep the team focused and on track

• Manage delivery for IT production systems and services.


• Drive incident, issue and outage management, investigation and restoration


• Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance


• Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes


• Support infrastructure operations


• Operate IT production services according to management protocols and Service Level Agreements (SLAs) Support/lead the infrastructure Service Management lifecycle, ensuring client satisfaction and management of risk to services


• Provide operational support, ensuring production systems and devices are online and available


• Availability for working in shifts


• Professional use of English language (C1 - C2)