Service Desk Team Leader

About the Company:

Behparaz Hamrah Samaneh Aval, a subsidiary of Hamrah Aval, is a leader in the field of IT and digital solutions. We are looking to hire motivated, creative, and skilled individuals to join our team and contribute to innovative projects that shape the digital future.

 
Job Description:

As a Service Desk Team Leader, you will be responsible for:

• Assigning tasks to team members and monitoring their progress.
• Evaluating team members and enhancing their knowledge and skills.
• Addressing team issues and needs, resolving them where possible.
• Guiding team members in making correct decisions in specific scenarios.
• Reviewing and following up on tickets before and after bridging.
• Managing daily team activities and attending all internal and client-related meetings.
• Handling client communications, providing documentation, addressing system issues, and reducing penalties across all contracts.
• Finalizing SLA penalty reports and submitting them to management and clients.
• Identifying process deficiencies and proposing improvements.
• Implementing ideas to enhance service quality for clients and colleagues.

Qualifications:

• Proficiency in ITIL, Jira, communication skills, confidence-building, team management, and leadership courses. 
• Familiarity with HR systems, Jira, Confluence, Outlook, and other relevant software.
• 2 to 5 years in relevant roles, with at least 2 years in management or supervisory positions.  
• Bachelor's or Master's degree in Computer Science, Industrial Management, or related fields.

 
What We Offer:

• A dynamic and professional work environment
• Competitive salary and benefits
• Flexible working hours and remote options
• Opportunities for growth and learning