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Lead Service Desk Specialist

AT EPAM Systems
EPAM Systems

Lead Service Desk Specialist

Gavarr, Armenia

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
Requirements

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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
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, O'Reilly, Cloud Guru
    • Free 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)
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.

Client-provided location(s): Armenia
Job ID: EPAM-epamgdo_blt182331892cbe64bb_en-us_Other_Armenia
Employment Type: Other