Jira Service Management Specialist

11 hours ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time

**Overview:**

We are ITC Worldwide INC, a company dedicated to providing top-notch IT services. We are seeking an experienced ITSM professional to join our team as a Jira ITSM Help Desk Lead.

As a member of our team, you will be responsible for leading our Jira Service Management team, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT support functions.

Responsibilities:

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

Requirements:

  • 3+ years 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.
  • Ability to lead a team and interact with technical & non-technical stakeholders.


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