IT Service Desk Shared Team Lead

Cu normă întreagă Zi plină

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)

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