Must-Haves:

• Proven team leadership and people management experience.
• Hands-on experience managing service desk operations and SLAs for multiple accounts.
• Strong technical knowledge of L1 support (Windows, M365, AD, remote tools).
• Proficiency with ITSM tools (e.g., ServiceNow, Remedy) and reporting.
• ITIL Foundation certification (v3 or v4) is highly desirable.

Key Responsibilities:

Team Leadership & Management:

• Lead, mentor, and coach a team of IT Support Engineers, fostering a positive and high-performance culture.
• Manage team scheduling, shift rotations, and overtime to ensure adequate coverage for 7-day support.
• Handle day-to-day people management tasks, including attendance and leave approval.

Service Desk Operations:

• Act as the first point of escalation for complex technical issues and customer complaints.
• Monitor the service desk ticket queue (via tools like ServiceNow or Remedy) to ensure incidents and service requests are processed within agreed SLAs.
• Generate and analyze tickets reports on demand on team productivity, FCR and SLA adherence.
• Implement and champion ITIL best practices for incident, request, and problem management.

Account & Stakeholder Management:

• Serve as the primary contact for client account managers, providing regular updates on performance and operational status.
• Effectively manage and prioritize work across multiple client accounts, understanding their unique environments and requirements.
• Proactively communicate with internal and external stakeholders regarding major incidents, service disruptions, or changes.

Continuous Improvement:

• Drive initiatives to improve customer satisfaction and the overall efficiency of the service desk.