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Lead Service Desk Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Armenia

Offer summary

Qualifications:

Deep understanding of service concepts, Knowledge of IT service management principles, Ability to manage KPIs and SLAs, Experience with client-facing troubleshooting, English level – B2 or higher.

Key responsabilities:

Lead and manage distributed teams
Handle customer complaints and resolve conflicts
Manage performance, KPIs, and SLAs
Establish communication goals for the team
Onboard projects and provide knowledge transfer

EPAM Systems Information Technology & Services XLarge https://www.epam.com/

10001 Employees

See more EPAM Systems offers

Job description

We seek a Lead Service Desk Specialist to strengthen our team in providing end-user support to EPAM’s clients. Currently, we support 20+ global clients representing various industries: Healthcare, E-commerce, Retail, Travel, and Technology. Our team is a single point of contact for user requests and queries related to the supported applications and systems.

Responsibilities

Lead and manage multiple distributed teams: supervise and review the work of the team, handle customer complaints properly, resolve conflicts
Major Incident Management (MIM)
Manage team performance, KPIs, and SLAs-driven types of engagements
Establish, prioritize, and effectively communicate goals to unit members to meet business objectives
Provide knowledge transfer to the team, create and maintain knowledge base articles
Implement new activities and tasks
Calibrate communication processes for the teams
Onboard projects from the clients

Requirements

Clear and deep understanding of the concept of service and specific types of services (managed service, shared service, etc.)
Good knowledge of IT service management principles and best practices
Ability to transition the service, set up KPIs and SLAs
Familiarity with ITIL event and incident management processes
Advanced client-facing, troubleshooting and multi-tasking skills
English level – B2 or higher, both written and spoken

Nice to have

Novice knowledge of Linux
Understanding of basic networking terms
Familiarity with Android / iOS general interface and features
Cloud Infrastructure knowledge

We offer

We connect like-minded people

Delivering innovative solutions to industry leaders, making a global impact
Enjoyable working environment, whether it is the vibrant office or the comfort of your home
Opportunity to work abroad for up to two months per year
Relocation opportunities within our offices in 55+ countries
Corporate and social events

We invest in your growth

Leadership development, career advising, soft skills and well-being programs
Certifications, including GCP, Azure and AWS
Unlimited access to LinkedIn Learning, Get Abstract and O'ReillyFree
English classes with certified teachers

We cover it all

Participation in the Employee Stock Purchase Plan
Monetary bonuses for engaging in the referral program
Comprehensive medical & family care package
Four trust days per year for personal needs
Discounts for fitness clubs
Benefits package (hotels, restaurants, stores and services)

This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.

EPAM Armenia is a team of talented innovators united by a passion for technology. In 2014, we opened our first office in Yerevan, and now we have a second engineering hub in Gyumri. We've built a continuously learning organization that helps its employees rapidly advance their careers. Here you will work with the world's industry leaders, support impactful projects using the latest technologies, collaborate with multi-national teams, and have access to a wide variety of development opportunities.