IT Global Service Team Leader

seeking a full time IT support team leader. as an IT support team leader, you will be responsible on a team including 7-10 members Tier 1 technicians in Israel, EMEA and APJ, the team maintain and provide support of computer systems and networks for the company’s employees.  You will be required to manage a team that are solving technical IT and applications problems, either over the phone or in person. The successful candidate will have to demonstrate on top of a high professional level; a strong communication and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time.
 
Responsibilities:   
Manage the team members’ personal queues, case backlog and ensure customer service is timely and accurate daily.   
Manage help desk team (Tier 1 and technicians) and evaluate the performance   
Establishing and maintaining strong relationships across teams and with staff/clients   
Follow up with customers to identify areas of improvement   
Manage critical escalations and situations within the team   
Provide technical leadership – Train and support the team   
Evaluate performance and provide feedbacks   
Working with daily weekly and monthly reports, insights and KPI’s for continuously improvement and productivity and establish best practice through the entire technical support process   
Monitoring, maintaining, troubleshooting computer systems and networks problems   
Install and set up laptops, printers, operating systems, applications and manage conference room.   
Supporting the roll-out of new applications and hardware
          Ensure that physical inventory and SW inventory levels are monitored and replenished as needed.
          Occasionally working with third parties to rectify issues
 
Requirements:
  
Proven work experience as a global Help desk team leader of at least 2 years   
Must have good understanding of a “service business” and KPI’s   
Excellent communication and customer service skills   
Excellent time management skills   
Excellent ability to multitask across multiple projects and prioritize in fast paced environment   
Knowledge and experience in supporting development (R&D) teams   
Min. of 3 years prior experience as an IT support engineer   
Strong knowledge of Microsoft Windows operating system’ Microsoft Office products,   
Mac operating system and Mac management – big advantage   
At least 3 years of proven experience in Active directory, Office 365, VPN, Printers, Personal computing,   
Exchange administration (email accounts, distribution lists, shared mailboxes, resources)   
Image computers according to specification using SCCM/JAMF/MDM – big advantage   
Excellent written and verbal communications skills in English   
Able to work with a globally distributed team   
Familiar with security products (AV, EDR etc.).