Description

Responsibilities

• Lead and actively participate in IT service delivery, ensuring team coverage, task ownership, and service continuity.
• Own and perform IMAC activity, including desk setups, hardware moves, equipment deployments, and related on-site support requests.
• Monitor ticket queues, SLAs, KPIs, aging work, and operational trends to identify risk and drive timely resolution.
• Balance ticket load across the team to support productivity and consistent service delivery.
• Ensure conference room checks are completed, issues are documented, and follow-up activity is coordinated with appropriate teams.
• Maintain accurate ticket updates, asset information, handoff notes, and operational reporting as required.
• Provide technical and procedural guidance to on-site staff during the shift and escalate service risks as needed.
• Develop, update, and reinforce standard operating procedures to standardize work execution, shift handoffs, escalation paths, and client-specific support processes.
• Coordinate equipment readiness, deployment activity, inventory-related support, and follow-up actions connected to desks, peripherals, and end-user hardware.
• Support cross-team training and knowledge sharing to improve coverage across IMAC, desktop support, conference room support, and queue management functions.

Qualifications

• Required
  • Direct experience leading people, processes, and operations management within IT.
  • Foundational understanding of IT end-user support, IMAC (moves/adds/changes), conference room support, and basic break/fix issues.
  • Experience working within the banking and financial industry.
  • Strong customer service and customer engagement skills.
  • People and project management skills.
  • Clear, articulate, consultative communication skills; ability to work effectively with technical and business stakeholders.
  • Clear English language skills, verbal and written.
  • ITIL certification or equivalent.

Key Skills

Education

Any Graduate