Description

You will oversee IT service desk operations and incident management to ensure service delivery meets established SLAs and OLAs.

This role is on-site.

Responsibilities

• Coordinate service desk operations and escalate unresolved incidents to specialized teams.
• Monitor service delivery against KPIs and report performance metrics to senior management.
• Analyze incident trends to identify recurring issues and implement preventive measures through problem management.
• Lead and mentor technical support staff through training and knowledge transfer.
• Manage changes to IT systems to minimize business disruption and maintain CMDB accuracy.

Required Skills

• 5+ years of experience in IT service desk or incident management.
• Proven experience managing service delivery against SLAs and OLAs.
• Hands-on experience with CMDB maintenance and configuration management.
• Ability to conduct root cause analysis for problem management.
• Experience in vendor management and evaluating service provider quality.
• Strong stakeholder communication skills for aligning IT services with business needs.
• Experience in change management processes.
• Ability to assist with budgeting and resource allocation for technical projects.

Key Skills

Education

Any Gradute