Related skills
windows networking servicenow itsm office 365📋 Description
- Lead and mentor 10–15 Tier 1 agents
- Schedule staff to cover operating hours
- Manage Tier 1 queues to meet SLAs/KPIs
- Monitor ticket volume and service quality
- Coordinate escalations to Tier 2/3 teams
- Onboard new hires and maintain knowledge base
🎯 Requirements
- 5–10 years IT support experience, with 1–2 years in supervision
- Strong understanding of Tier 1 ops, ITSM workflows
- Experience with ITSM ticketing systems: ServiceNow, Cherwell, Jira Service Management, Remedy
- Excellent interpersonal and communication skills
- Strong organizational skills with multiple priorities
- Ability to analyze metrics and drive performance improvements
- Working knowledge of Windows, Office 365, basic networking
- Active Secret clearance or higher
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