Senior IT Support Specialist

3 days ago

Lahore, Punjab, Pakistan beBeeHelpdesk Full time 900,000 - 1,200,000
Help Desk Team Lead Position

We are seeking a highly skilled and experienced IT professional to serve as our Help Desk Team Lead. As the primary point of contact for all IT-related inquiries and issues, you will play a critical role in ensuring smooth and effective technology operations.

The ideal candidate will have a proven track record of providing exceptional IT support and possess excellent communication, problem-solving, and leadership skills. They will be responsible for coordinating administrative and technical workloads, managing tickets, and performing incident management.

Key Responsibilities:
  • Coordinate help desk team workloads, including communicating procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Manage all tickets in the queue and calls escalated by Tier 1 Technical Support to ensure prompt resolution or follow-up.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, strategize efficient workflow, and ensure adequate staffing levels.
  • Develop processes and documentation for help desk procedures.
  • Evaluate user satisfaction and service delivery processes to identify areas of improvement.
Required Qualifications:
  • Experience leading teams of technical IT staff.
  • Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
  • Microsoft Certification (required), including AZ-800, AZ-801, AZ-500, SC-200, SC-400, and AZ-700.
  • Jira Service Management (required): ACP-120 Jira Administration for Cloud Certification.
  • PMI/PMP (required) | ITIL v4.
Job Function:
  • Information Technology.
Industry:
  • IT Services and IT Consulting.

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