Jira Service Management Lead

3 days ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time
Job Description

The Help Desk Lead will oversee the IT service management operations using Jira Service Management. The ideal candidate will lead a team of help desk professionals, ensuring efficient ticket resolution and process optimization.

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.
Requirements
  • 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.

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