Tech Lead - Employee Experience

You will lead service delivery and support operations to ensure high-quality employee experience and operational excellence.

Responsibilities

• Manage service delivery and support including SLA adherence, performance monitoring, and continuous improvement.
• Direct incident management processes, including war room coordination, problem management, and escalation handling.
• Oversee service desk processes, shift management, and training for the EE team.
• Drive user experience metrics through CSAT and NPS monitoring and improvement initiatives.
• Manage vendor relationships, stakeholders, and user roles across various enterprise applications.

Required Skills

• 7+ years of experience in IT service environments.
• Proficiency with ServiceNow and Jira Service Management.
• Experience with Zendesk and Jira.
• Hands-on management of O365 and Google Workspace.
• Technical support experience for Windows and Apple devices.
• Administration of Adobe, Miro, Github, and Atlassian tools.
• Strong background in IT Service Sales and stakeholder management.
• Proven ability in automation, self-service implementation, and first-call resolution.
• Any Graduate degree.