Technical Support Operations Manager
2 days ago
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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