Job Requirements*
- Strong expertise in ITIL processes (Incident, Problem, Change, Major Incident)
- Hands-on experience with ServiceNow or similar ITSM tools
- Solid background in End User Computing (Windows, O365, AD, VPN)
- Proven experience in managing SLA-driven environments and large support teams
- Experience in handling escalations, governance reviews, and client communication
- Strong analytical skills with experience in reporting (SLAs, KPIs, CSAT, FCR, etc.)
- Ability to drive operational improvements and automation initiatives
Key Responsibilities*
- Lead and manage Service Desk operations (L1/L2 teams) to ensure SLA/KPI compliance
- Act as the primary escalation point for critical incidents and customer issues
- Own Major Incident Management and drive bridge calls to resolution
- Monitor queue health, ticket backlog, aging, and ensure timely resolution
- Conduct daily/weekly governance reviews and provide performance insights
- Drive quality improvements, knowledge management, and shift-left initiatives
- Manage stakeholder communication including client, leadership, and tower teams
- Coach and mentor team members for skill development and performance improvement
- Ensure process adherence aligned with ITIL best practices
- Identify automation opportunities and drive efficiency improvements
- Support audits, compliance requirements, and reporting