Technical Support Operations Manager

2 days ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time
About the Job:
We are looking for an experienced IT service management professional to join our team as a Jira ITSM Help Desk Lead. As a member of our team, you will be responsible for overseeing our IT service management operations, leading a team of help desk professionals, and ensuring efficient ticket resolution and process optimization.

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:
  • Experience: 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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