<p><strong>Must-Haves:</strong></p><ul><li>Proven team leadership and people management experience.</li><li>Hands-on experience managing service desk operations and SLAs for multiple accounts.</li><li>Strong technical knowledge of L1 support (Windows, M365, AD, remote tools).</li><li>Proficiency with ITSM tools (e.g., ServiceNow, Remedy) and reporting.</li><li>ITIL Foundation certification (v3 or v4) is highly desirable.</li></ul><p></p><p><strong>Key Responsibilities:</strong></p><p></p><p>Team Leadership & Management:</p><ul><li>Lead, mentor, and coach a team of IT Support Engineers, fostering a positive and high-performance culture.</li><li>Manage team scheduling, shift rotations, and overtime to ensure adequate coverage for 7-day support.</li><li>Handle day-to-day people management tasks, including attendance and leave approval.</li></ul><p></p><p>Service Desk Operations:</p><ul><li>Act as the first point of escalation for complex technical issues and customer complaints.</li><li>Monitor the service desk ticket queue (via tools like ServiceNow or Remedy) to ensure incidents and service requests are processed within agreed SLAs.</li><li>Generate and analyze tickets reports on demand on team productivity, FCR and SLA adherence.</li><li>Implement and champion ITIL best practices for incident, request, and problem management.</li></ul><p></p><p>Account & Stakeholder Management:</p><ul><li>Serve as the primary contact for client account managers, providing regular updates on performance and operational status.</li><li>Effectively manage and prioritize work across multiple client accounts, understanding their unique environments and requirements.</li><li>Proactively communicate with internal and external stakeholders regarding major incidents, service disruptions, or changes.</li></ul><p></p><p>Continuous Improvement:</p><ul><li>Drive initiatives to improve customer satisfaction and the overall efficiency of the service desk.</li></ul>