ITSM Team Lead

17 hours ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time

**Job Summary:**

We are seeking an experienced IT service management professional to lead our Jira Service Management team. As a Jira ITSM Help Desk Lead, you will be responsible for overseeing our IT service operations using Jira Service Management.

The ideal candidate will have hands-on experience configuring and managing Jira Service Management (JSM) and a strong understanding of ITIL principles and service desk best practices.

This role involves leading a team of help desk professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT support functions.

Key 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.

Jira ITSM Administration & Optimization:

  • Administer, configure, and maintain Jira Service Management (JSM) to optimize workflows.
  • Automate ticket handling and escalation processes to improve team efficiency.
  • Customize service request types, workflows, and approval processes.

Stakeholder Collaboration & Training:

  • Work closely with IT teams, business units, and end-users to improve ITSM processes.
  • Provide training and guidance to help desk staff on Jira ITSM best practices.
  • Communicate updates and improvements to stakeholders and end-users.

Continuous Improvement & Reporting:

  • Analyze ITSM metrics and generate reports on help desk performance.
  • Identify opportunities for automation and process enhancement.
  • Ensure compliance with IT security policies and data protection standards.

Qualifications & Skills:

  • Required: 3+ years in IT service management, with at least 1 year leading a help desk team.
  • Jira Expertise: Hands-on experience configuring and managing Jira Service Management (JSM).
  • ITSM Knowledge: Strong understanding of ITIL principles and service desk best practices.
  • Technical Skills: Familiarity with ticketing systems, automation, and reporting tools.
  • Leadership & Communication: Ability to lead a team and interact with technical & non-technical stakeholders.


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