北京招聘

职位描述：
Job Description:
Reporting directly to Service Delivery Manager, China, the team Leader is responsible for all aspects of IT at a local level and, as a result, the role is wide and varied. The successful candidate is expected to lead the local IT support function from a technical and people perspective, forge strong relationships with key business stakeholders and support the business on a daily basis.
The ideal candidate is a highly motivated individual with technical experience, a strong sense of ownership and a team player. This is a highly visible position and requires excellent communication and customer service skills. Past experience in communicating with upper level management is a must.

Job Functions Team Lead:
? Responsible for building & maintaining strong relationships with key business stakeholders.
? Providing technical and people leadership to the IT service desk team and driving performance.
? Effective management & prioritization of all IT service desk escalations.
? Build and champion a positive working relationship between IT and the rest of the company.
? Liaising with HR or the hiring departments to onboard new team members quickly and smoothly from an IT perspective, as well as follow up to ensure the new team members are able to work effectively and efficiently as soon as they arrive.

Job Functions Global Helpdesk
? Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
? Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
? Provide data and reporting of KPI’s and trends to IT leadership and others in ad-hoc, weekly, monthly and as needed. Will drive Ticketing systems and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
? Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
? Manage process for communicating outage/emergency activities to the organization.
? Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility.
? Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
Competencies:
? Leadership - Acts as a catalyst of change and motivates others to change; Champions new initiatives; Manages implementation effectively; understands the agendas and challenges of others; recognizes and effectively balances the interests and needs of one’s own group with those of the broader organization.
? Communication Effectiveness - Articulate and present a friendly Help Desk and Customer Service experience in both phone and in person. Communicates effectively verbally and in writing; Expresses self well in a group and one-on-one; Fosters trust by sharing information with others; Encourages open expression of ideas and opinions; Provides timely flow of information to help others do their job; Actively listens to others and demonstrates understanding.
? Teamwork - Identifies and cultivates relationships with key stakeholders representing a broad range of internal functions and levels; Brings substantive conflicts and disagreements into the open and resolves them collaboratively; Willing to look at all sides of an issue to arrive at goals that are mutually beneficial; Builds strong external networks with people in the industry or profession.
? Judgment/Decision Making- Takes responsibility for decision-making; Makes decisions that are timely; Involves those who will be affected by the decision in the problem-solving process; Builds consensus; Generates various solutions and evaluates alternatives objectively; Willing to make and support unpopular decisions when necessary.
? Innovation/Creativity - Generates new solutions by combining, changing, or reapplying existing ideas; Has good ideas and acts on them; Searches for new and better alternatives to improve performance; Strives to create value in new ways; Is aware of emerging trends and anticipates possibilities.
? Motivation - Pursues goals and measures success in terms of results achieved; Focuses on what’s important to the organization and drives for results; Is persistent in the face of complex challenges or when dealing with difficult people; Conveys appropriate sense of urgency; Achieves results with and through others.
Experience:
? Must possess exceptional analytical and troubleshooting abilities, highly motivated individual with strong sense of ownership.
? Previous desktop support experience in a corporate environment. Experience supporting Windows clients in a domain environment. Mobile device administration and support (iPad, Surface etc.)
? Demonstrated knowledge of Microsoft Windows 7/ Windows 8.1/Windows 10 & MS Office 2010 / 2013.
? Demonstrated TCP/IP & LAN / WAN general knowledge and troubleshooting abilities a must.

Requirements:
? Fluency in English is essential, excellent written and verbal communication is a must
? Must have strategic planning and project management experience
? 5+ years’ IT Supervisory & Management experience in a similar role.
? 5+ years’ people management experience.
? Experience working in a multi-site, global team environment. 举报 分享

We started systemsGo in 1998 because we believed there was a better way to address the special IT needs of Tokyo businesses, and starting in 2008 we began our expansion into other locations in Asia including Hong Kong, Shanghai and Singapore. We saw partnership and process as the keys. We would work side-by-side with our clients to help reduce costs and improve efficiency.

To date, we've shared our expertise with hundreds of companies. They come to us because we find the best engineers and project managers. We train our people to use their experience and creativity to assess an IT system and make it better. And we ensure our own accountability through an online tracking system that gives our clients 24x7 access to every move we make on their behalf.

Most importantly, we continue to look for better ways to do what we do, because there's always room to improve and grow. If you've been searching for an IT partner that measures its success by yours, get to know systemsGo.