Related skills
cloud jira itil incident management servicenow📋 Description
- Lead and manage day-to-day help desk operations for enterprise users and mission systems.
- Supervise and mentor help desk personnel to ensure service delivery.
- Manage ticket queues, escalations, and incident resolution using enterprise ticketing platforms.
- Implement and maintain IT support workflows, processes, and service management best practices.
- Monitor and report on SLA performance and help desk metrics.
- Coordinate support across cloud-based and on-premises environments.
🎯 Requirements
- Bachelor's degree in IT, CS, or related field, or 5 years experience.
- Experience managing a help desk or service desk team in an enterprise environment.
- Experience implementing IT support workflows and SLA compliance.
- Experience with ticketing platforms such as ServiceNow or JIRA.
- Experience supporting remote desktop management, device provisioning, and IT asset tracking.
- Strong troubleshooting, incident management, and customer service skills.
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