🔎 Key Responsibilities:
Manage delivery for IT production systems and services
Drive incident, issue, and outage management processes
Conduct investigations and coordinate timely restorations
Facilitate effective communication between technical teams and end-users
Analyze service desk metrics to identify trends and improvement areas
Develop and maintain documentation for processes and procedures
Provide training and support to team members
Participate in problem-solving discussions and team knowledge-sharing
Stay updated with industry best practices and emerging technologies
✅ Required Skills:
Intermediate understanding of Service Desk Management
Basic to intermediate knowledge of IT Service Desk operations
Strong communication and interpersonal skills
Analytical mindset with good problem-solving abilities
Willingness to learn and work in a fast-paced environment