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Playtika Service Team Leader Israel 320747282
Yesterday
Responsibilities:
- Manage the IT Service Excellence center, comprised of at least 10 IT service desks and Technicians in IL
- Collaborate with local stakeholders to provide IT solutions to help meet the organization’s needs.
- Tight monitoring of IT service performances as SLA, case backlog, customer satisfaction, service efficiencies, service quality, and compliance with the IT and security-guided standards.
- Develop a service improvement plan for the Service Desk Team and set service and efficiency KPIs.
- Review the Core support process, team skills and knowledge,
- Manage the Service desk and the technician’s teams, monitor and ensure their performance meets the IT targets and improvements on time
- Establish and maintain strong relationships across teams within IT and with internal customers.
- Follow up with customers to identify areas of improvement and handle ad hock service issues
- Manage critical service-related escalations
- Provide technical leadership - Train and support the team
- Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels, and the quality of their deployment to the users (including the compliance quality).
· Be accountable for asset reports, procurement, and costs. Handle annual budget and ensure cost-effectiveness - Occasionally working with third parties to rectify issues
- 3+ years of experience managing and leading a team of IT professionals
- 4+ years prior experience as an IT support engineer/ Sys Admin
- Proven experience in leading and implementing service using ITSM (Service Now)
- Ability to troubleshoot and solve complex IT issues
- Excellent communication and customer service skills .
- A can-do attitude, the ability to manage multiple projects and tasks simultaneously in a dynamic, fast-changing environment, and the ability to work under pressure.
- Knowledge and experience in supporting development (R&D) teams
- Strong knowledge of Microsoft Windows operating system’ Microsoft Office products, Mac operating system, and Mac management - Must
- Proven expertise in Active Directory, Office 365, VPN, Printers, Personal computing, conference systems, and Exchange administration (email accounts, distribution lists, shared mailboxes, resources)
- Knowledge and proven experience managing endpoints using MDM -WorkSpace One
- Familiarity with supporting security products
- Excellent written and verbal communication skills in English
- The role requires high availability and accountability also in off business hours
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