Cloud Service Desk Lead

Asia Lead Type: Remote Average Vacancy - Before submitting your resume, please pay attention to the location - we will not be able to review your resume and provide feedback if you are not (in fact) located in the location of the vacancy._ - Thanks for understanding_ We are seeking an experienced and proactive Cloud Service Desk Lead to manage and guide our global Cloud Service Desk team. In this role, you will oversee daily operations, drive service excellence, and ensure a responsive and high-quality support experience for all Zazmic employees — from technical teams to executive leadership. Key Responsibilities - **Team Leadership**:Lead, mentor, and manage the Cloud Service Desk team, ensuring optimal performance and accountability. **- Operational Oversight**: Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of incidents and service requests. - **Customer Service Excellence**: Maintain a high standard of customer service while enforcing SLAs and improving employee satisfaction. - **Cloud Support Ownership**: Act as the primary escalation point and contact for cloud - related support issues. Act as a team member and take care of ticket. - **Account & License Management**: Manage user accounts, licenses, and access controls across cloud platforms. - **Documentation & SOPs**: Create and maintain detailed knowledge base articles, troubleshooting guides, and standard operating procedures. - **Cross-Functional Collaboration**: Work closely with other Zazmic teams (engineering, IT, product) to resolve complex issues and improve processes. - **Process Optimization**: Identify and implement improvements to service workflows, tools, and reporting. - **Reporting**: Generate and deliver regular reports (daily, weekly, monthly, and quarterly) to monitor team performance and service metrics. - **Change Management Support**: Participate in change initiatives, assessing potential impact on users and support operations. Qualifications: - Bachelor’s degree in Information Technology or a related field preferred; relevant certifications and equivalent experience will be considered. - Minimum 5 years of experience in IT Service Desk operations, with at least 2 years in a leadership or supervisory role. - Strong understanding of cloud platforms and related support tools. - Proficiency in ticketing and service management platforms (e.g., Jira, ServiceNow, Zendesk). - Excellent leadership, communication, and interpersonal skills. - Proven ability to work under pressure, manage multiple priorities, and deliver in a dynamic environment. - Strong analytical and problem-solving skills with a keen eye for process improvement. - Experience supporting distributed and global teams is a plus. Why join to us: - Work Anywhere: Embrace the freedom to work from anywhere in the world. Your office could be a beach, a cozy café, or wherever you feel most inspired - Flexibility: Wave goodbye to the 9-to-5 grind. We believe in a flexible working schedule that fits your life. - Sponsored Education: We're invested in your growth. Enjoy sponsored education and training, ranging up to 50%. - Personal Development: We're not just about work; we're about your growth. Craft your personal development plan and watch your career soar. - Regular Salary Reviews: Your hard work won't go unnoticed. We conduct regular salary reviews to ensure you're fairly rewarded - Career Advancement: The sky's the limit Move up the ladder based on your performance, and your career trajectory could surprise you - Corporate Events: From team outings to memorable celebrations, we know how to have a good time together - English Classes: Enhance your language skills and open doors to global opportunities with our sponsored English classes - Health Matters: Your health is our priority. Get your annual flu shot on us - Work Equipment: We provide top-notch tools. Receive a compensation of $600 for your work equipment - Paid vacation, sick leaves