Job Description

Job Summary

Job Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management

Key Responsibilities

Job Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management

Skill Requirements

Skill Requirement : IT Service Management (ITSM) tools: ServiceNow Jira Service Management BMC Remedy Freshservice Incident, Problem, and Change Management Windows, Office 365, Active Directory Networking fundamentals Leadership Skills Team management and coaching Conflict resolution Decision-making Performance management Resource planning Communication Skills Excellent verbal and written communication Stakeholder management Presentation skills Customer service orientation Analytical Skills Problem-solving Root Cause Analysis (RCA) Trend analysis Data-driven decision-making Process & Framework Knowledge ITIL Foundation (preferred or required) Service Management best practices Continual Service Improvement (CSI) Governance and compliance awareness Endpoint and device management Reporting and dashboard creation

Other Requirements

Other Requirement : SLA Compliance (%) First Contact Resolution Rate Customer Satisfaction Score (CSAT) Ticket Resolution Time Incident Backlog Reduction Team Productivity Knowledge Base Utilization Employee Engagement and Retention