Essential Functions :

Team Leadership & Management :

- Supervise and mentor Service Desk staff, including analysts and technicians.

- Oversee staffing, scheduling, and training to ensure proper coverage and skill development.

- Conduct regular performance reviews and set development goals for team members.

Service Desk Operations :

- Manage the day-to-day operations of the IT Service Desk, ensuring prompt resolution of issues.

- Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket backlog.

- Ensure consistent incident, request, and problem management workflows using ITSM tools (e.

Continuous Improvement & Strategy :

- Identify trends in service requests to proactively improve services and reduce incident volumes.

- Develop and implement service improvement plans and automation strategies.

- Maintain knowledge base and self-service tools to empower end users.

Stakeholder Engagement :

- Act as a point of escalation for complex or high-impact issues.

- Collaborate with other IT departments (infrastructure, applications, cybersecurity) to resolve systemic issues.

- Communicate support trends, incidents, and performance metrics to senior management.

Compliance & Documentation :

- Ensure adherence to internal policies and external compliance requirements (e.

- Maintain accurate records of incidents and resolutions for auditing and reporting purposes.

Supervisory Responsibility :

- Leadership and team development.

- Excellent customer service and communication skills.

- Analytical thinking and problem solving skills.

- Process orientation and attention to detail.

- Change management and organizational awareness.

Education and Expereince:

- Bachelors degree preferred.

- 5+ years experience in IT Support, with at least 2 years in a supervisory or managerial role.

- Proven experience with macOS, jamf, Windows, Office 365 applications, MS Teams.

- Demonstrated excellent troubleshooting skills for hardware & software related issues.

- Strong knowledge of ITIL framework and service management best practices.

- Experience with ticketing and ITSM platforms (e.g, Jira, ServiceNow, Zendesk).

- Expert domain knowledge and technical skills.

- Ability to prepare & provide reports.

- Should be able to present papers to Senior management.

- Strong organizational skills.

- Superb verbal and written communication skills.

- Experience managing remote or hybrid teams.

- Proficient in handling multiple tasks.

- Quick to identify, understand and provide resolution to issues.