Service Desk Escalation Lead
October 20
Description
• As a Service Desk Escalation Lead, manage and oversee the escalation process for support issues • Prioritize and assign tickets, ensuring timely resolution • Collaborate with teams to address complex issues • Train and mentor service desk staff • Analyze escalated incidents, propose preventative measures • Maintain clear communication with internal teams and Customer POC • Drive customer-facing meetings for escalated issues • Create and update documentation related to escalation procedures • Monitor and report on key performance indicators for process improvements • Streamline incident resolution processes across teams • Identify opportunities for service desk process improvements
Requirements
• Bachelor’s degree in information technology or related field (or equivalent experience) • Proven experience in a service desk or IT support role, with a focus on escalation management • Strong analytical and problem-solving skills • Excellent communication and interpersonal abilities • Familiarity with IT service management tools and processes • Leadership experience or demonstrated leadership qualities
Benefits
• Remote work friendly • Great scope for further Learning and development • Indian holiday calendar with 5 additional personal days • Indian standard leave policy which includes Personal Time Off / Vacation / Sick Leaves / Time off to volunteer / Maternity Leave / Paternity Leave and various other types of leaves included • Yearly work from home allowance, performance reviews and variable pay • Mobile and internet allowance • Family medical insurance • Lucrative pay package on par with industry standards and matching your skill & experience • Continuous Learning and Development on life skills & career skills • You will join a fast-growing scale up with a lot of opportunities to develop yourself within the company • You will join a diverse and international team across 3 continents • You will work in a fun and informal environment • We are a flexible and remote friendly company
Apply NowSimilar Jobs
October 20
Develop full stack applications using AWS and Python for analytics at Exusia.
October 20
Data Engineer role at Exusia, specializing in Python, Pyspark, and Databricks.
October 20
Join Sophos to develop next-gen firewall software for network security.
October 17
Lead a team in developing a processing platform for fleet management.
October 17
Lead software developer to handle new features and production issues.