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L2 Team Lead

1 month ago

กรงเทพมหานคร, Thailand AccorCorpo Full time

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:
Team Leaders coordinate and delegate the responsibilities of IT teams. They oversee the day-to-day functions of the department. Managing and leading a team of Senior specialists. Including coaching, mentoring, settings goals and objectives and monitoring the performance.
- Managing a team of Level 2 IT senior specialists: The L2 Team Lead is responsible for managing a team of IT service desk analysts who provide technical support to end-users.
- Providing technical support: The L2 Team Lead provides technical support to end-users and escalates issues to Level 3 support when necessary.
- Ensuring high-quality service delivery: The L2 Team Lead ensures that the service desk team delivers high-quality technical support and meets service level agreements (SLAs).
- Monitoring and reporting: The L2 Team Lead monitors the performance of the service desk team and provides regular reports to management on team performance.
- Conducting training and development: The L2 Team Lead is responsible for conducting training and development sessions for the service desk team to improve their technical skills and knowledge.
- Implementing best practices: The L2 Team Lead implements best practices for IT service management, including incident management, problem management, and change management.
- Developing and maintaining documentation: The L2 Team Lead develops and maintains documentation related to the IT service desk, including knowledge articles, FAQs, and troubleshooting guides.
- Participating in IT projects: The L2 Team Lead participates in IT projects, such as system upgrades and implementations, to ensure that the service desk team is prepared to provide support.

**Qualifications**:

- Minimum 5 years of experience
- Experience in the hotel industry
- Process Management based on the ITIL framework
- Certifications in IT field
- Experience in managing team
- Experience with Infrastructure, HyperV, networking and VMware
- Strong delegation skill able to manage large number of L2 team
- Understand the priority and deliver the service on within SLA
- Good customer service and communication skill
- Complex troubleshooting

Additional Information
- This position is based in Bangkok reporting to management in Dubai
- Worldwide interaction (time difference to manage)