We seek a Lead Service Desk Specialist to strengthen our team in providing end-user support to EPAM’s clients. Currently, we support 20+ global clients representing various industries: Healthcare, E-commerce, Retail, Travel, and Technology. Our team is a single point of contact for user requests and queries related to the supported applications and systems.

This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.

Responsibilities

• Lead and manage multiple distributed teams: supervise and review the work of the team, handle customer complaints properly, resolve conflicts
• Major Incident Management (MIM)
• Manage team performance, KPIs, and SLAs-driven types of engagements
• Establish, prioritize, and effectively communicate goals to unit members to meet business objectives
• Provide knowledge transfer to the team, create and maintain knowledge base articles
• Implement new activities and tasks
• Calibrate communication processes for the teams
• Onboard projects from the clients

Requirements

• Clear and deep understanding of the concept of service and specific types of services (managed service, shared service, etc.)
• Good knowledge of IT service management principles and best practices
• Ability to transition the service, set up KPIs and SLAs
• Familiarity with ITIL event and incident management processes
• Advanced client-facing, troubleshooting and multi-tasking skills
• English level – B2 or higher, both written and spoken

Nice to have

• Novice knowledge of Linux
• Understanding of basic networking terms
• Familiarity with Android / iOS general interface and features
• Cloud Infrastructure knowledge

We offer

• We connect like-minded people:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your home
  • Opportunity to work abroad for up to two months per year
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events
• We invest in your growth:
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
  • Free English classes with certified teachers
• We cover it all:
  • Participation in the Employee Stock Purchase Plan
  • Monetary bonuses for engaging in the referral program
  • Comprehensive medical & family care package
  • Four trust days per year for personal needs
  • Discounts for fitness clubs
  • Benefits package (hotels, restaurants, stores and services)

EPAM Armenia is a team of talented innovators united by a passion for technology. In 2014, we opened our first office in Yerevan, and now we have a second engineering hub in Gyumri. We've built a continuously learning organization that helps its employees rapidly advance their careers. Here you will work with the world's industry leaders, support impactful projects using the latest technologies, collaborate with multi-national teams, and have access to a wide variety of development opportunities.