- Manage the IT Service Desk, ensuring timely resolution of customer queries and issues.
- Oversee a team of technicians to provide international technical support for hardware, software, and network-related problems.
- Develop and implement process improvements to increase efficiency and reduce downtime in the service desk operations.
- Collaborate with other departments to resolve complex technical issues that require coordination across multiple teams.
Job Requirements :
- 10-18 years of experience in an IT Service Desk or AM or DM or Manager or EM similar role.
- Robust knowledge of ticketing tools and processes used for managing customer requests.
- Proven track record in providing excellent customer service through phone, email, or chat channels.
Team handling experience