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Help Desk Team Lead

1 week ago

Abuja, FCT, Nigeria ITC Worldwide INC Full time

The Ideal Candidate

We are looking for a highly motivated and 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.

Key Accountabilities

  • IT Help Desk Team: Lead the IT help desk team, ensuring prompt and effective resolution of support requests.
  • Ticket Management: Oversee ticket management, ensuring SLAs (Service Level Agreements) and KPIs are met.
  • Process Optimization: Monitor system performance, ticket trends, and user feedback to improve support processes.
  • ITSM Best Practices: Develop and implement ITSM best practices to enhance service efficiency and quality.

Essential Skills & Experience

  • 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.
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