The IT Client Services Lead will manage the Service Desk and Field Services operations.
This position also involves executing infrastructure projects in coordination with the technical IT teams, including Network, Cloud, and Modern Workplace.
The ideal candidate should demonstrate strong leadership abilities, a customer-focused mindset, and comprehensive knowledge of IT infrastructure and service management.
Key Responsibilities Service Desk Management Supervise the IT Service Desk's daily operations, ensuring prompt and efficient resolution of user issues and requests.
Implement and uphold best practices for incident management, problem management, and service request fulfillment.
Track and report on Service Desk performance metrics, fostering continuous improvement.
Field Services Management Direct the Field Services team in providing on-site support for hardware, software, and network issues.
Ensure efficient deployment, maintenance, and support of end-user devices and peripherals.
Develop and maintain standard operating procedures for Field Services activities.
Infrastructure Project Execution Collaborate with Network, Cloud, and Modern Workplace teams to plan and carry out infrastructure projects.
Manage project timelines, resources, and budgets to ensure successful completion.
Coordinate with stakeholders to gather requirements, define project scope, and align with business objectives.
Team Leadership and Development Lead, coach, and provide development opportunities for the IT Client Services team.
Promote a culture of collaboration, innovation, and excellent customer service.
Stakeholder Engagement Serve as the primary contact for IT Client Services, building strong relationships with internal stakeholders.
Communicate effectively with business units to understand their needs and ensure IT services meet their expectations.
Provide regular updates and reports to senior management on IT Client Services performance and project status.
Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field.
At least 5 years of experience in IT service management, with a focus on Service Desk and Field Services.
Proven experience in managing infrastructure projects, including network, cloud, and modern workplace technologies.
Strong leadership and team management skills, with the ability to inspire and develop a high-performing team.
Excellent communication and interpersonal skills, with a customer-centric approach.
ITIL certification or equivalent experience in IT service management best practices.
Proficiency in project management tools and methodologies.
Fluent in English, both written and spoken.
