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About the Job
Experienced Service Desk Senior with strong expertise in IT support operations, ticket lifecycle management, and ITIL best practices. Skilled in leading help desk teams to deliver consistent, high-quality support across incidents, service requests, access management, and hardware/software troubleshooting.
Proficient in monitoring queue performance, prioritizing issues based on business impact, and ensuring timely resolution through effective coordination with escalation teams. Identify and improve support workflows, and identifying recurring issues to drive process improvements and reduce downtime.
Combines solid technical knowledge with strong communication and customer-service skills, acting as the key link between end users, support teams, and management. Ensures compliance with ITIL processes, service levels, documentation standards, and continuous service improvement initiatives.
Your responsibilities:
? Lead day-to-day operations of the Service Desk, ensuring timely and efficient handling of incidents, service requests, and access management tasks.
? Oversee the full ticket lifecycle, from logging and classification to resolution and closure, ensuring adherence to ITIL standards and SLAs.
? Act as the primary escalation point for complex technical issues, coordinating with System Administration, Network Engineering, VoIP, and other support teams.
? Monitor service desk queues, performance metrics, and workload distribution to maintain high service quality and operational efficiency.
? Analyze recurring issues, identify root causes, and collaborate on long-term fixes to reduce incident volume and improve stability.
? Maintain accurate documentation, knowledge base articles, and standard operating procedures to support consistent service delivery.
? Mentor and guide junior technicians, providing technical support, coaching, and performance feedback.
? Ensure strong communication with end users, managing expectations and providing clear updates throughout the support process.
? Collaborate with central IT teams to align local processes, tools, and standards with global IT strategy.
? Participate in and support ITIL processes such as Incident Management, Request Fulfillment, Problem Management, and Change Management.
? Contribute to continuous service improvement initiatives, recommending enhancements to workflows, tools, and user experience.
? Assist in onboarding, offboarding, and lifecycle management of IT assets, including hardware, software, and accounts.
What we are looking for:
? Strong understanding of ITIL frameworks, including Incident, Request, Problem, and Change Management.
? Proven ability to manage ticket queues, prioritize tasks, and ensure SLA compliance in fast-paced environments.
? Hands-on technical skills across end-user support, hardware/software troubleshooting, network basics, and account/access management.
? Experience working with cross-functional technical teams such as System Administration, Network Engineering, and VoIP.
? Strong communication skills with the ability to interact effectively with both technical teams and non-technical stakeholders.
? Leadership abilities, including mentoring junior technicians, guiding support workflows, and promoting best practices.
? Analytical mindset with the ability to identify recurring issues, propose improvements, and contribute to service optimization.
? Excellent documentation habits and familiarity with knowledge base creation and maintenance.
? Proactive attitude, customer-centric mindset, and a commitment to delivering high-quality IT support.
? Ability to work independently, take initiative, and drive continuous improvement across the service desk.