Service Desk Lead 68939
Function
Enterprise ApplicationsOur Company
We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
Job description
MeetOurTeam
Join a high-performing Global Service Desk team that serves as the first point of contact for IT support across a diverse customer base worldwide. Our team is dedicated to delivering exceptional end-user experiences through effective incident resolution, proactive communication, and continuous service improvement. Working in a fast-paced 24x7 environment, youwillcollaboratecloselywithInfrastructure,Network,Cloud,Application,andEndUserComputingteamstoensureseamlessIToperationswhilefosteringacultureofaccountability,teamwork,andcustomerexcellence.
WhatYou'llBeDoing
As a Service Desk Supervisor, you will lead day-to-day Service Desk operations across multiple support channels, including phone, chat, email, and self-service portals, supporting global customers. You will monitor ticket queues, ensure compliance with SLAs and OLAs, manage major incident communications, and drive timely issue resolution. You will coach and develop Service Desk Analysts, conduct ticket quality reviews, oversee shift scheduling and resource allocation, and ensure adherence to knowledge management and operational procedures. Additionally, youwillanalyzeKPIdashboards,preparecustomerandleadershipreports,anddrivecontinuousserviceimprovementinitiativesfocusedonenhancingservicequality,operationalefficiency,andcustomersatisfaction.
WhatYouBringtotheTeam
- 10+yearsofexperienceinITServiceDesk,TechnicalSupport,orEndUserSupportenvironments.
- 3to5yearsofexperienceleadingorsupervisingServiceDeskteams.
- Provenexperiencemanagingglobalordistributed24x7supportoperations.
- Strongleadershipskillswithexpertiseincoaching,mentoring,stakeholdermanagement,andconflictresolution.
- Hands-onexperiencewithServiceNoworsimilarITSMplatforms,includingreportinganddashboardcreation.
- KnowledgeofITILframeworksandIncident,Request,Problem,andChangeManagementprocesses.
- TechnicalexpertiseinMicrosoft365,ActiveDirectory/AzureAD,Windowsoperatingsystems,remotesupporttools,andbasicnetworkingconcepts.
- Strong understanding of Service Desk performance metrics, including SLA Compliance,FirstCallResolution(FCR),MeanTimetoResolve(MTTR),CustomerSatisfaction(CSAT),TicketReopenRate,BacklogAging,AgentUtilization,QualityAuditScores,andKnowledgeManagementeffectiveness.
- ExperiencedrivingContinuousServiceImprovement(CSI)initiativesandoperationalexcellence.
- Excellentverbalandwrittencommunicationskillswithastrongcustomer-focusedmindset.
About us
We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.
Fostering innovation through diverse perspectives
Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.
We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.