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Mid-level, metro, and generalist IT support role at a recognizable global firm increases candidate competition.
Role depends on ITSM frameworks and enterprise support experience, moderately limiting cross-industry transferability.
Explicit five-year service desk and leadership requirements plus ITSM tool expectations increase shortlisting rigor.
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Lead and manage the IT Service Desk team, overseeing daily operations including incident, request, and problem management.
Drive continuous improvement through monitoring service desk metrics, ensuring SLA adherence, and implementing policies and best practices.
Act as escalation point for complex technical issues, manage ITSM tools, and collaborate with other IT teams to ensure seamless service delivery.
Bachelor's degree in Information Technology, Computer Science, or related field.
Minimum 5 years of experience in IT service desk operations with at least 2 years in a leadership or management role.
Strong understanding of ITIL framework; ITIL certification preferred.
Proficiency with ITSM tools such as ServiceNow or Jira Service Management.
Experienced leader capable of managing and motivating a technical support team in a global enterprise environment.
Operationally strong with focus on optimizing service desk efficiency and driving data-informed improvements.
Skilled in troubleshooting diverse hardware, software, and network issues with strong communication to manage stakeholder expectations.