- Manage and supervise Service Desk team members.
- Ensure adherence to ITIL processes and SLAs.
- Monitor ticket queues and prioritize critical issues.
- Provide escalation support for complex incidents.
- Conduct regular team meetings and performance reviews.
- Maintain and update knowledge base articles.
- Collaborate with other IT teams for issue resolution.
- Generate and analyze service desk performance reports.
- Drive process improvements and automation initiatives.
- Robust leadership and team management skills.
- Expertise in ITSM tools (ServiceNow).
- In-depth knowledge of ITIL framework.
- Excellent communication and problem-solving skills.
- Ability to handle high-pressure situations and escalations.
- Experience in reporting and KPI management.