Cyberark Site Support Team Leader 

Israel 

29652956

What will you do:

As an IT On site support Team leader, you will be responsible for the On site support technicians in Israel and EMEA, the team maintain and provide hardware support of computer systems and networks for the company’s employees, solving technical IT and applications problems which required hands on field either over the phone or in person.

The successful candidate will have to demonstrate on top of a high professional level; a strong communication and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time.

• Manage the On site support team in ISR and EMEA and evaluate their performance including training and support the team
• Manage the team support processes and tasks to meet the required SLA (Service Level Agreements) to improve service KPIs
• Review and analyze daily, weekly, and monthly reports, insights and KPI’s for the service continuous improvement and productivity
• Manage the team members’ personal queues, case backlog and ensure customer service is timely and accurate daily
• Establishing and maintaining strong relationships across the IT teams and with CyberArk employees Manage critical escalations and situations within the team**
• Improvement and productivity and establish best practice through the entire technical support process
• Supporting the roll-out of new hardware and applications
• Hands on in handling the on going tickets if required
• Maintain all VC rooms and make sure all the equipment is up to date

What you need to succeed:

• Proven work experience as a global service desk team leader of at least 2 years
• Min. of 3 years prior experience as an IT support engineer with proven experience in Active directory, Office 365, VPN, Printers, Personal computing
• Must have good understanding of a “service business” and KPI’s
• Excellent communication and customer service skills
• Excellent time management skills and ability to multitask across multiple projects to prioritize in fast paced environment
• Knowledge with both Windows & mac operating systems and management tools including office 365 and Azure
• Knowledge with computers Image according to specification using SCCM/JAMF/MDM
• Knowledge with AV systems and solutions
• Knowledge and experience in supporting development (R&D) teams
• High level written and verbal communications skills in English
• Able to work and collaborate with a globally distributed teams
• Willing to travel abroad once-twice a year
• Can work in flexible hours within a global team