IT Team Leader (ITIL background)

Strategically managing the flow of trouble tickets in the queue, making sure that the queue runs ---------- ecking for any delays in the resolutions of cases and assisting engineers in resolving these delays. Maintaining open communication with the customer in terms of updating them regarding the status of their cases. Taking possible technical escalations from the engineers.

Job Responsibilities:
-Manage staff by ensuring enough number of engineers from all sub-group (SysAd, NetAd, Backup) on any given day and time of operations.
-Strategically manage the queue by making sure cases are being assigned by the Case Manager to the right resources.
-D ---------- which cases need to be addressed first base on its severity and urgency.
-Help the engineers by sharing best practices and industry knowledge that would expedite resolution of a case.
-Maintain a communication with the customers regarding the status of their trouble ticket.
-Ensure trouble tickets are meeting its assigned service level agreement (SLA) and that the number of estimated hours are being utilized efficiently.
-Audit the cases on a daily basis to make sure it indicates complete information and that they are being updated by the engineers effectively.
-Work hand in hand with the Technical Account Manager in planning, organizing, controlling and evaluating overall departmental operations.
-Design, develop, implement and coordinate technical policies and procedures (PnP).
-Ensure proper documentation of all relevant technical information gathered from the client.
-Take technical escalations from the engineers (cases that didn’t meet SLA, customer asking for managers, etc.)
-Act in alignment with the Technical Account Manager and the engineers to contribute to organizational function.
-Identify problematic areas and implement strategic solutions in time.
-Attend to any client concerns on weekends, federal holidays or off hours when needed.
-Audit systems and assess their outcomes.
-Any other related tasks as assigned by the Manager.

Job Requirements:
-Bachelor’s degree in IT, Computer Science, or any other related course
-Proven extensive technical experience.
-Knowledge of office management systems and procedures
-Excellent written and verbal communication skills.
-Attention to detail and problem-solving skills
-Strong organizational and planning skills
-Proficiency in MS Office
-Proven relevant experience
-Ability to multitask effectively and efficiently
-Has strong background in ITIL
-Has ITIL Certification is an advantage

FOR INTERESTED APPLICANTS:
Prepare a 3-5minutes video answering the following questions:
1. Tell us something interesting about yourself.
2. In your opinion, what is leadership?
3. What is the benefit of ITIL practice in your company?

Once done, share the video via WeTransfer.

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