Lead Service Desk Specialist

Description

Currently, we are looking for a Lead Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAMs clients.

Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

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Responsibilities

• Lead multiple geo-distributed teams to deliver high-quality support service to clients
• Major Incident Manager (MIM)
• Provide day to day servant leadership, guidance, and coordination across teams
• Supervise and review the work of team and handle customer complaints properly
• Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
• Resolving conflicts and ensuring the teams processes and tasks are carried out efficiently
• Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
• Implementation of new L1 activities and tasks
• Project onboarding from the client and L2/L3
• Knowledge base article creation and maintenance for L1 activities
• Communication process calibration for L1 and L2/L3 teams
• Newcomers onboarding and KT provision to the team

Requirements

• Fluent English (B2+ or higher)
• Excellent verbal and written communication skills in languages possessed
• Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
• Possess good knowledge of IT Service Management principles and best practices; able to transition the service, set up KPIs and SLAs
• Stress resistance, and ability to handle high volumes of requests
• Outstanding client-facing skills
• Advanced troubleshooting and multi-tasking skills
• Ability to stay cool-headed in tough situations
• Good knowledge of ITIL event and incident management processes
• Personal skills: motivated, quick learner, organized, and responsible

Nice to have

• Networking Basics Knowledge and understanding of basic networking terms
• Knowledge of Linux basics (novice level)
• Android / iOS general interface and features knowledge
• Cloud Infrastructure comprehension

We offer

• We connect like-minded people : Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your own home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 50+ countries Corporate and social events
• We invest in your growth : Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru Free English classes with certified teachers
• We cover it all : Participation in the Employee Stock Purchase Plan Monetary bonuses for engaging in the referral program Comprehensive medical & family care package Five trust days per year (sick leave without a medical certificate) Benefits package (sports activities, a variety of stores and services)

is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.