Job Description & How to Apply Below
Service Desk Operations, ITIL Framework, Microsoft 365, Managed Services, IT Service Management, Team Leadership, SLA Management, Technical Support,
Experience
8 - 10+ years of IT experience, including 3+ years in service desk, support management, or service delivery leadership roles
Responsibilities (includes All Tasks)
Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.
Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).
Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics
Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.
Champion ITIL-aligned processes for incident, request, change, and knowledge management.
Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.
Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.
Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.
Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).
Technical Skills /Competencies
MANDATORY
Strong track record in Service Desk/ITSM management with proven ability on SLA/KPI governance, user engagement, and performance monitoring.
Deep knowledge of Microsoft 365 services administration in enterprise environments.
Experience developing and implementing SIPs, with measurable business impact.
Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).
Soft Skills
MANDATORY
Skilled in stakeholder management, vendor engagement, and data-driven decision making.
Collaborative leadership with strong communication and coaching abilities.
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