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.
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.
#LI-DNI#96758#LI-VA2
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
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- 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
- Novice knowledge of Linux
- Understanding of basic networking terms
- Familiarity with Android / iOS general interface and features
- Cloud Infrastructure knowledge
- 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)