GSD Lead

Job Description:

Ennovi is seeking a skilled GSD Lead with over 10 years of experience in IT support operations, SOC (Security Operations Center), or NOC (Network Operations Center). The ideal candidate will lead the Global Service Desk team, ensuring the delivery of top-tier IT support and effective incident management. Proficiency with ITSM (IT Service Management) tools and frameworks is essential for this role.

Key Responsibilities:

• Oversee the day-to-day operations of the Global Service Desk, ensuring effective support and incident management.
• Lead a team of IT support professionals to resolve technical issues for end-users across the organization.
• Monitor and manage SOC/NOC operations, addressing critical incidents and ensuring timely response and resolution.
• Implement and optimize ITSM tools and processes to improve service delivery and operational efficiency.
• Ensure compliance with SLAs (Service Level Agreements) and maintain high standards of customer satisfaction.
• Collaborate with other IT teams and departments to improve service desk operations and incident handling.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong experience in IT support, SOC, NOC operations, and ITSM tools.
• Proven leadership skills in managing IT support teams and projects.

Experience:

• 10+ years of experience in IT support or service desk operations, with significant exposure to SOC or NOC environments.
• Hands-on experience with ITSM tools and concepts, including incident, problem, and change management.

Skills:

• Excellent leadership, communication, and team management abilities.
• Strong analytical skills for incident management and problem resolution.
• In-depth knowledge of ITSM frameworks (e.g., ITIL) and tools for service management.