Description

Lead the Service Desk and Deskside Support teams to deliver high-quality technical support and operational excellence.

Responsibilities

• Supervise, train, and mentor Deskside Support Technicians and Service Desk Agents.
• Oversee daily Service Desk operations, including ticket routing, call management, and KPI monitoring.
• Manage on-site technical support, hardware/software troubleshooting, and inventory maintenance.
• Identify recurring technical issues and implement long-term problem resolution strategies.
• Maintain service desk documentation and generate regular reports on performance metrics.

Required Skills

• 5+ years of experience managing service desk and deskside support teams.
• Deep knowledge of ITSM processes and tools.
• Proven experience with Service Desk management and ticket lifecycle.
• Proficiency in asset management and procurement processes.
• Strong understanding of IT security best practices.
• Bachelor's Degree in IT, Computer Science, or equivalent work experience.

Preferred Skills

• ITIL certification.

Key Skills

Education

Bachelor's Degree