Currently, we are looking for a Lead Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM's clients.

Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.
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

Responsibilities

• Lead multiple geo-distributed teams to deliver high-quality support service to clients
• Major Incident Manager (MIM)
• Provide day to day servant leadership, guidance, and coordination across teams
• Supervise and review the work of team and handle customer complaints properly
• Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
• Resolving conflicts and ensuring the teams' processes and tasks are carried out efficiently
• Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
• Implementation of new L1 activities and tasks
• Project onboarding from the client and L2/L3
• Knowledge base article creation and maintenance for L1 activities
• Communication process calibration for L1 and L2/L3 teams
• Newcomer's onboarding and KT provision to the team

• Fluent English (B2+ or higher)
• Excellent verbal and written communication skills in languages possessed
• Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
• Possess good knowledge of IT Service Management principles and best practices; able to transition the service, set up KPIs and SLAs
• Stress resistance, and ability to handle high volumes of requests
• Outstanding client-facing skills
• Advanced troubleshooting and multi-tasking skills
• Ability to stay cool-headed in tough situations
• Good knowledge of ITIL event and incident management processes
• Personal skills: motivated, quick learner, organized, and responsible

• Networking Basics Knowledge and understanding of basic networking terms
• Knowledge of Linux basics (novice level)
• Android / iOS general interface and features knowledge
• Cloud Infrastructure comprehension

• 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)