IT Service Desk Supervisor - Lead Technical Support in Bali

Join SSG in beautiful Bali and take your IT career to the next level as an IT Service Desk Supervisor. This is your opportunity to champion technical excellence while leading a dynamic team in delivering world-class IT support. At SSG, we believe in fostering a culture of innovation and excellence. Our mission is to provide top-notch IT services that empower our clients to achieve their business goals. As an IT Service Desk Supervisor, you will be at the heart of our operations, ensuring our clients receive the best possible support.

In this role, you will oversee a team of technical support specialists, setting the standard for technical excellence and ensuring seamless IT operations. You will work closely with our clients to understand their needs and deliver tailored solutions. Using tools like ServiceNow and Jira, you will manage service requests, incidents, and problems efficiently, ensuring high levels of customer satisfaction.

SSG is not just a workplace; it's a community of passionate professionals who are dedicated to their craft. We offer a collaborative environment where your ideas and contributions are valued. With a competitive salary and benefits package, we are committed to supporting your professional growth and development.

📋 Tanggung Jawab Pekerjaan

• Oversee the daily operations of the IT Service Desk team, ensuring high levels of service quality and customer satisfaction.
• Manage and prioritize service requests, incidents, and problems using ServiceNow and Jira.
• Lead and mentor team members, providing guidance and support to help them grow professionally.
• Collaborate with clients to understand their IT needs and deliver tailored solutions.
• Monitor and report on service desk performance metrics, identifying areas for improvement.
• Ensure compliance with ITIL best practices and internal policies.
• Stay updated with the latest IT trends and technologies to drive innovation within the team.
• Manage and resolve escalated technical issues, ensuring minimal downtime and disruption to services.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT Service Desk or a similar role, with a proven track record of leadership and team management.
• Certification in ITIL Foundation or equivalent is a plus.
• Proficient in using ServiceNow and Jira for IT service management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Familiarity with cloud services and virtualization technologies is a plus.

🛠️ Keahlian

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