Civil Engineer

Responsibilities:

• Manage and lead a team of service desk professionals, including performance management, coaching, and training.
• Oversee the delivery of IT support services to internal users and external clients, ensuring high levels of customer satisfaction.
• Develop and implement service desk processes and procedures to optimize efficiency and customer service.
• Monitor service desk metrics, analyze trends, and implement improvements to achieve service level targets.
• Act as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with other IT teams to identify and resolve IT infrastructure and application-related issues.
• Proactively identify opportunities for service improvement and drive the implementation of service desk best practices.
• Ensure compliance with IT policies, standards, and procedures.
• Manage vendor relationships and contracts related to IT service desk support.
• The Service Desk operates 24 hours, 7 days a week; you will be responsible for coordinating the resourcing of the service desk and managing call-outs.

Requirements :

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT service desk management or related roles.
• You will have a software development background, preferably with exposure to Flutter, Java, SpringBoot, and PostGreSQL, and be familiar with troubleshooting software-related issues.
• Must have Cloud Services experience (Google Cloud, MS Azure, AWS), including Kubernetes, Helm, and other cloud deployment technologies.
• Must have exposure to front-end application development (Flutter).
• Must have exposure to backend development (Java, GoLang, Spring Boot).
• Strong leadership skills with the ability to motivate and inspire a team.
• Proven experience in implementing and improving service desk processes and procedures.
• Excellent interpersonal and communication skills, building relationships and collaborating effectively with stakeholders at all levels.
• Strong problem-solving and decision-making skills.
• Experience with IT service management frameworks, such as ITIL.
• Knowledge of IT infrastructure technologies, including networks, servers, and desktop systems.
• Experience with service desk tools and incident management systems.
• ITIL certification is desirable.