Related skills
zendesk itil servicenow itsm jira service management📋 Description
- Define and execute a next-gen MSP service desk strategy with high-touch client experience.
- Stand up a distributed service center with cross-functional teams; establish intake channels and SOPs.
- Scale to a premium, client-aligned service model with clear ownership.
- Own end-to-end client support; track CSAT/XLAs; serve as senior escalation point with stakeholders.
- Establish ITSM practices (Incident, Request, Problem, Change) and real-time dashboards.
- Leverage automation, AI, and KCS to augment human support and drive efficiency.
🎯 Requirements
- Bachelor's degree is required.
- 8-12+ years in IT support, service desk, or managed services.
- Proven track record transforming service desk/service center (0→1) in MSP/multi-client environments.
- Deep ITSM/ITIL knowledge; SLAs/XLAs; escalation paths (L0–L3).
- Hands-on with ServiceNow, Jira Service Management, Zendesk; automation and KCS.
- Experience designing and scaling operating models (client-aligned, pod-based, or hybrid) and leading enterprise engagements.
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