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IT Service Management Leader

1 week ago

Abuja, FCT, Nigeria ITC Worldwide INC Full time

About the Role

ITC Worldwide INC is seeking a highly skilled IT Service Management Leader to oversee our IT service management operations using Jira Service Management. The ideal candidate will lead 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.
  • 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.
  • Ensure Jira ITSM aligns with ITIL principles.

Qualifications & Skills

  • 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.