Job Summary
Responsible for managing daily IT service desk operations, leading support teams, ensuring SLA compliance, and delivering high‑quality customer support aligned with ITIL best practices.
Key Responsibilities
• Ensure day-to-day service desk operations run smoothly
• Oversee incident, request, and escalation handling
• Monitor ticket queues, response times, and resolution quality
• Ensure 24/7 or business-hours coverage as required
Skill Requirements
• Robust leadership and communication
• ITIL knowledge and ITSM expertise
• Customer service mindset
• Analytical and problem-solving ability
• Stakeholder and vendor management
Other Requirements
• ITIL4