Service Desk Lead - IT Support & Operations Management

Xymbolic IT Solutions Provider Corporation · 📍 Badung, Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 15000000 - 25000000
Xymbolic IT Solutions Provider Corporation is seeking a skilled and experienced Service Desk Lead to join our dynamic team in Badung, Bali. In this role, you will be responsible for managing and leading our IT support operations, ensuring seamless service delivery to our clients. If you have a passion for technology and a commitment to customer satisfaction, we invite you to apply for this exciting opportunity.

📋 Tanggung Jawab Pekerjaan

Manage and oversee the daily operations of the service desk, ensuring high levels of customer satisfaction and service quality.,Lead and mentor a team of IT support staff, providing guidance and training to enhance their skills and performance.,Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing effective solutions.,Coordinate with internal teams and external vendors to resolve IT issues and ensure smooth service delivery.,Develop and maintain service desk policies and procedures to align with organizational goals and industry best practices.,Provide technical support and troubleshooting to end-users, ensuring minimal downtime and maximum productivity.,Stay up-to-date with emerging technologies and industry trends to continuously improve service desk operations.,Collaborate with management to develop and implement strategic initiatives to enhance service desk efficiency and effectiveness.

🎓 Kualifikasi & Syarat

Bachelor's degree in Information Technology, Computer Science, or a related field.,Minimum of 5 years of experience in IT support and service desk management roles.,Strong knowledge of ITIL framework and best practices for IT service management.,Proven track record of leading and managing a team of IT support staff.,Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.,Proficiency in using service desk management tools and software, such as ServiceNow, Jira Service Management, or similar.,Certifications such as ITIL 4 Foundation, ITIL 4 Practitioner, or other relevant IT service management certifications are a plus.,Strong problem-solving and analytical skills, with the ability to identify and resolve complex IT issues.

🛠️ Keahlian

IT support and service desk managementTeam leadership and mentoringPerformance monitoring and analysisTechnical troubleshooting and supportPolicy and procedure developmentContinuous improvement and innovationEffective communication and stakeholder managementProficiency in service desk management tools
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