Jira ITSM Support Operations Manager

2 days ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time

Job Description

The Help Desk Process Improvement Specialist is responsible for overseeing the IT service management operations using Jira Service Management. This role involves leading a team of IT support professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT services.

Responsibilities

  1. Lead the IT support team, ensuring prompt and effective resolution of technical issues.
  2. Develop and implement ITSM best practices to enhance service efficiency and quality.
  3. Administer, configure, and maintain Jira Service Management (JSM) to optimize workflows.
  4. Collaborate with stakeholders to improve ITSM processes.

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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