Job Description

Service Desk and Incident Management

Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs. Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams. Maintain a customer-centric approach, ensuring user satisfaction with IT support services. Service Delivery and Performance Monitoring Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management Analyze trends in incidents and service requests to identify recurring issues and recommend improvements Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes

Governance and Compliance

Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation

Change and Problem Management

Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures

Resource and Vendor Coordination

Assist in budgeting and resource allocation for technical projects and service delivery Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance

Team Leadership and Development

Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge

Stakeholder Communication

Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs * Communicate service status, changes, and incidents effectively to stakeholders