Technical Support Operations Manager
hace 5 días
About the Role:
We are seeking an experienced and highly skilled IT Service Delivery Leader to oversee and optimize our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices.
Key Responsibilities:
- Lead the Help Desk team, ensuring efficient handling of IT support requests and incidents.
- Oversee the help desk platform and optimize workflows to enhance productivity.
- Establish and enforce best practices for incident management, request fulfillment, and user support.
- Ensure the Help Desk team meets SLAs and KPIs.
- Monitor ticket resolution performance, identify trends, and implement service improvement initiatives.
Requirements:
- 5+ years of experience in leading IT service delivery, help desk leadership, or technical support management.
- Hands-on experience managing IT support teams and optimizing service desk operations.
- Strong knowledge of incident management, escalation handling, and SLA monitoring.
- Experience with help desk platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk.
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