Help Desk Process Improvement Specialist

2 days ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time

Job Overview

We are seeking an experienced Jira ITSM Help Desk Process Improvement Specialist to join our IT service management team. This role involves leading a team of IT support professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT services.

Key Responsibilities

  • Lead the IT support team, ensuring prompt and effective resolution of technical issues.
  • Develop and implement ITSM best practices to enhance service efficiency and quality.
  • Collaborate with stakeholders to improve ITSM processes.
  • 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 support 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.


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