Job Title: Service Desk Team Lead
Department/Function:  ITC
Location: Basra, Iraq  

Role Synopsis:
The Service Desk Team Lead reports to the Digital Workplace Manager. The Service Desk Team Lead is the person in charge of leading a team of Service Desk Analysts. This position will act as a mid-tier between the Service Desk Analysts and the Digital Workplace Manager. This role requires a high-level of diverse technical expertise as well as a flavour of leadership experience.
The individual must be able to deliver effective business engagement to ensure support and services are delivered in line with business needs. The Service Desk Team Lead must guide the support team, deal with the extensive technical issues and develop close working relationships with IT staff to improve knowledge sharing and deliver further support efficiencies.

Key Accountabilities: 

• Ensure trouble-free operations of Desktop and related hardware and software within the
• Ensures that 1st level support team deliver their day to day tasks.
• Help 1st Level support team to solve relatively complex technical issues by hands-in in-depth technical knowledge.
• Ensures that routine tasks are completed within the defined SLAs and engage IT Support Manager before any breaches in SLAs are expected to occur.
• Identify risks to service delivery, recommend options to address risks and execute approved options.o Coordinate service delivery with internal and external service providers ensuring any service targets are met or exceeded.
• Assist the Support Manager with site management responsibilities (calls analysis, projects, management reporting etc.)
• Maximize value from local support contracts.
• Assist IT Support Manager with vendors managemento Assist IT Support Manager with Maintenance contracts management.
• Assist with Operational handover of projects.o Provide hands-on support for standard desktop environment.
• Maintain call logs and provide base data for trend analysis.o Maintain site equipment and core software license inventory.
• Assist ITC management with customer support initiatives.
• Act as Project resource when needed.

Criteria & Qualifications: 

• University Degree in Information Technology.
• Extensive work experience in a similar ServiceDesk Team Lead position.
• In-depth hands-on knowledge Operating system and hardware level support.
• Working knowledge of Infrastructure services frameworks e.g. ITIL.
• Knowledge of IT standards, processes and policies.o Extensive knowledge of positive customer interactions.
• Extensive experience of supporting desktop operating system.
• Proven track record of maintaining high levels of customer satisfaction.
• Experience of using helpdesk/call logging tools

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.