IT Service Delivery - Team Lead | Schlumberger

Job Details

IT Service Delivery - Team Lead

Cota - Colombia

Roles and Responsibilities:

  • Manages/supervises Desktop Support Team day-to-day activities
  • Provides input to Service Delivery Manager for training plan and career path as required
  • Sets SMART objectives for team members
  • Maintains service coverage and staffing up to the correct level
  • Maintains professional demeanour as a role model for the staff
  • Provides technical assistance/guidance to Desktop Support Team
  • Keeps up-to-date on technology through literature, training, seminars.
  • Suggests upgrades and changes in technology to SDM
  • Excellent knowledge of SLA's / KPI's and the services supported
  • Ensures Desktop Support Team manages tickets with the objective of meeting KPIs by utilizing appropriate reports
  • Performs monthly root cause analysis of KPI report for continuous improvement
  • Foresees issues and proposes solutions before they become critical or impact business
  • Work closely with Server and LAN teams

Qualifications and Experience:

  • Bachelor’s or master’s degree in Computer Science or related field
  • Candidates must be located and legally authorized to work in Colombia
  • Advanced English level
  • 5+ years of experience in an IT support environment (when degree is not held an additional 3 years of experience may compensate)
  • Minimum 2 years on-site support experience supporting multiple operating systems and experience working within an IT customer service focused environment.
  • Good understanding of LAN technologies and server hardware and software technologies
  • In-depth knowledge of PC support
  • In-depth knowledge of PC applications
  • Ability to troubleshoot and resolve PC, server and LAN problems
  • Knowledge of Ticketing Systems
  • CCNA and CCNP certification

Schlumberger is an equal employment opportunity employer. Qualified applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.

 

IT Service Delivery - Team Lead
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