About the Role
Responsible for managing the overall operations and activities of the Service Desk group, ensuring that both productivity and quality standards are consistently met, and implement initiatives that will ensure the continued satisfaction of users on Service Desk support services.
Responsibilities
- Manage end-to-end IT help desk operations by defining service workflows, SLAs, escalation paths, and quality standards to ensure consistent, reliable, and compliant service delivery.
- Oversee and optimize ticket management systems by analyzing incident trends, resolution metrics, root causes, and recurrence, and producing actionable service and performance reports.
- Handle complex and escalated technical incidents through in-depth diagnostics, cross-system analysis, and root cause identification, providing effective remediation and preventive solutions.
- Design, maintain, and improve service documentation including SOPs, knowledge articles, process maps, and audit-ready records to support operational consistency and compliance.
- Ensure data privacy, security, and risk compliance across help desk processes by implementing controls aligned with data protection regulations, ISO/iROAR requirements, and client standards.
- Analyze system performance and capacity utilization to recommend optimal allocation of systems, tools, or databases that maximize operational efficiency and service stability.
- Drive automation, digitization, and AI-enabled improvements by evaluating technical solutions, conducting feasibility studies, and implementing workflow enhancements to reduce handling and resolution time.
- Act as the primary technical interface for clients and vendors by responding to feedback within agreed timelines, coordinating recurring issue resolution, and aligning support actions with client environments.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical discipline.
- 58 years of hands-on experience in IT Service Desk, Technical Support, or IT Operations, including advanced troubleshooting and escalation management in enterprise environments.
- Strong expertise in IT Service Management (ITSM) practices, including incident, problem, and change management, with practical experience using enterprise ticketing tools (e.g., ServiceNow, Jira Service Management, Zendesk, Freshservice).
- Proven capability in root cause analysis and structured problem-solving, utilizing methodologies such as DMAIC, DFSS, or equivalent continuous improvement frameworks.
- In-depth technical knowledge of Microsoft 365 workloads (Exchange Online, SharePoint, OneDrive, Teams, Entra ID/Azure AD), including tenant-level troubleshooting and support trend analysis.
- Experience supporting remote help desk operations, including cross-system diagnostics, endpoint management, access provisioning, and coordination with client-side SMEs and third-party vendors.
- Demonstrated background in systems analysis, capacity planning, and application integration, with the ability to assess technical feasibility for automation or digitization initiatives.
- Hands-on exposure to automation, scripting, or AI-enabled support tools (e.g., PowerShell, workflow automation, AI-assisted ticket routing or knowledge management) to improve resolution time and service efficiency.
