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Jira ITSM Operations Manager

1 week ago

Abuja, FCT, Nigeria ITC Worldwide INC Full time

Job Overview

We are seeking an experienced IT Service Management professional to lead our IT service management operations using Jira Service Management. The successful candidate will have a strong background in ITIL principles and service desk best practices.

Responsibilities

  1. Team Leadership: Lead the IT help desk team, ensuring prompt and effective resolution of support requests.
  2. Ticket Management: Oversee ticket management, ensuring SLAs (Service Level Agreements) and KPIs are met.
  3. Process Improvement: Monitor system performance, ticket trends, and user feedback to improve support processes.
  4. ITSM Best Practices: Develop and implement ITSM best practices to enhance service efficiency and quality.
  5. Jira Administration: Administer, configure, and maintain Jira Service Management (JSM) to optimize workflows.

Requirements

  • 3+ years of experience in IT service management, with at least 1 year leading a help desk team.
  • Hands-on experience configuring and managing Jira Service Management (JSM).
  • Strong understanding of ITIL principles and service desk best practices.
  • Familiarity with ticketing systems, automation, and reporting tools.