Description

Key Skills: IT service Delivery, L2/L3 Support Leadership

Roles and Responsibilities:

• Ensure IT service delivery meets agreed service levels for incident and request handling
• Own L3 escalations and coordinate resolution for complex end-user issues
• Drive effective triage, prioritization, and resolution workflows for service desk tickets
• Lead and support L2/L3 support activities to improve first-time resolution and reduce repeat issues
• Maintain accurate ticket documentation and ensure timely communication to stakeholders

Skills Required:

• 7 - 9 years of experience in IT service desk / IT support operations IT service delivery ownership and service desk operations experience
• Experience handling L3 escalations and complex end-user support cases
• Strong understanding of service desk ticket lifecycle and service performance expectations
• Ability to coordinate cross-team resolution and ensure closure within SLA targets
• Experience leading L2/L3 support workflows and escalations

Good to Have:

• L2/L3 support leadership experience

Education: Bachelor's Degree in related field

Key Skills

Education

Any Graduate