ITSM Team Lead
17 hours ago
**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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