We are seeking a dynamic and experienced Service Desk Team Lead to join our growing Managed Services team. If you are passionate about delivering exceptional IT support, possess strong leadership skills, and thrive in a fast-paced environment, we want to hear from you.

Responsibilities:

• Lead and mentor a team of Service Desk professionals to ensure the delivery of high-quality IT support services.
• Collaborate with clients to understand their business needs and provide proactive solutions.
• Oversee the day-to-day operations of the Service Desk, ensuring timely incident resolution and adherence to service level agreements (SLAs).
• Develop and implement service desk policies, procedures, and standards to ensure consistent and high-quality service delivery
• Monitor and analyse service desk performance metrics to identify areas for improvement and implement corrective actions as needed
• Collaborate with other teams to ensure that service desk operations are aligned with business objectives and priorities
• Manage service desk projects and initiatives to improve service delivery and customer satisfaction
• Maintain a high level of customer satisfaction by ensuring that all service requests are resolved in a timely and professional manner

Qualifications:

• Minimum of 5 years of experience in service desk operations, with at least 2 years in a leadership role
• Strong technical knowledge of IT systems, applications, and infrastructure
• Strong background in Microsoft 365 technologies (Intune, AAD, Defender, SharePoint, Teams).
• Proficiency in delivering desktop IT services including support, scripting, patching, automation, policy, security etc.
• Strong understanding of cloud infrastructure and architecture.
• Knowledge of networking, security, and virtualization technologies.
• Excellent communication and interpersonal skills to interact effectively with end-users and cross-functional teams.
• Ability to work under pressure and manage multiple priorities
• ITIL certification is a plus

What’s in it for you?

• Come to work at the globally recognised Lot Fourteen, a shared space of innovation, culture and arts
• Join a team at the forefront of technology, working on cutting-edge projects that drive innovation.
• Chamonix invests in its employees' development through continuous learning opportunities and career advancement.
• Make a tangible impact on our clients' success by delivering high-quality solutions that address their business challenges.
• Be part of a collaborative and supportive work environment that values diversity and teamwork.