Job Description
Are you a seasoned IT professional with a passion for leadership and technical excellence? Technology Elite, Inc. is seeking a high-caliber IT Service Desk Lead to join our dynamic team in Clark Freeport Zone. In this pivotal role, you will be the backbone of our support operations, ensuring seamless service delivery while mentoring a talented team of technicians and NOC specialists.
As an IT Service Desk Lead, you will bridge the gap between complex technical challenges and superior client satisfaction. We are looking for an individual who thrives in fast-paced environments, possesses deep knowledge of IT infrastructure, and understands the nuances of Managed Service Provider (MSP) operations. If you are ready to elevate your career and drive operational efficiency in a collaborative, forward-thinking organization, we want to hear from you.
Responsibilities
- Lead, mentor, and supervise the Service Desk and NOC team to ensure high-performance standards and professional growth.
- Oversee daily IT operations, ensuring all incidents and service requests are resolved within established Service Level Agreements (SLAs).
- Act as the primary escalation point for complex technical issues, providing advanced troubleshooting and architectural guidance.
- Drive continuous improvement by analyzing support metrics, identifying operational bottlenecks, and implementing optimized workflows.
- Maintain and monitor network performance, ensuring high availability and robust security across client infrastructure.
- Foster strong relationships with stakeholders and clients, maintaining transparency and open communication regarding service performance.
- Ensure comprehensive documentation of all IT processes, network configurations, and knowledge base articles.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in an IT Support environment, with at least 2 years in a leadership or team lead capacity.
- Proven expertise in managing Network Operations Center (NOC) functions.
- Strong background working within an MSP environment (highly preferred).
- Advanced knowledge of ITIL framework, ticketing systems, and network monitoring tools.
- Strong problem-solving skills with the ability to remain calm and decisive under pressure.
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Industry certifications (e.g., ITIL, CCNA, CompTIA Server+/Network+) are a significant advantage.