Description

You will lead and manage the IT Support function, ensuring system availability and service responsiveness for employees and clients.

This role is on-site.

Responsibilities

• Oversee Service Desk operations supporting internal users and external client environments.
• Manage client delivery teams to ensure IT support aligns with contractual commitments and SLAs.
• Implement and maintain ITIL-based processes, including incident, request, problem, change, and asset management.
• Drive operational excellence by developing and tracking KPIs, SLAs, and CSAT metrics.
• Act as the escalation point for critical incidents and lead root cause analysis.

Required Skills

• 8+ years of IT operations and support experience.
• 4+ years in a leadership role managing internal and client IT service delivery.
• Proven experience managing multi-tier support teams.
• ITIL framework knowledge.
• ServiceNow platform management experience.
• JIRA proficiency.
• Experience with Microsoft 365 and Azure AD.
• Familiarity with SaaS Platforms and Cloud Infrastructure.

Key Skills

Education

Any Graduate