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ITC Worldwide IT Service Management Lead

4 weeks ago

Abuja, FCT, Nigeria ITC WORLDWIDE Full time

We are seeking a seasoned IT professional to fill the role of IT Service Management Lead at ITC Worldwide.

About the Role

As the primary point of contact for all IT-related inquiries and issues, this position plays a critical role in ensuring smooth and effective technology operations across the organization.

Key Responsibilities:
  • Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
  • Serve as the liaison between team members, client management, and company management.
  • Develop processes and documentation for help desk procedures.
  • Evaluate user satisfaction and service delivery processes to identify areas of improvement.
  • Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
  • Prepare reports on help desk metrics and present them to management to inform business decisions.

The ideal candidate will possess strong leadership and communication skills, with experience leading teams of technical IT staff and knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.

Required Skills and Qualifications:
  • Experience leading teams of technical IT staff
  • Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
  • Knowledge of IT hardware and software troubleshooting
  • Knowledge of End user hardware software and operating systems
  • Knowledge of industry standards surrounding help desk reporting
  • Ability to analyze data and communicate metrics related to help desk
  • Ability to communicate effectively in written and oral communications
  • Ability to manage time and effectively delegate tickets based on priorities
Benefits:

We offer a competitive salary of $90,000 per year, a Corp Benefits Package (post vesting), Pension, Health HMO, and opportunities for growth and development within the organization.