IT Service Management Team Lead

2 days ago


Abuja, FCT, Nigeria ITC Worldwide INC Full time

Job Summary

We are seeking an experienced Jira ITSM support operations manager to oversee our IT service management (ITSM) operations using Jira Service Management. The ideal candidate will lead a team of IT support professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT services.

About ITC Worldwide INC

Our company provides IT services and solutions to various clients worldwide. As a global organization, we strive to deliver high-quality services that meet our clients' expectations.

Key Responsibilities

  • Lead the IT support team, ensuring prompt and effective resolution of technical issues.
  • 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.
    • Ensure Jira ITSM aligns with ITIL principles.
  • Stakeholder Collaboration & Training
    • Work closely with IT teams, business units, and end-users to improve ITSM processes.
    • Provide training and guidance to support staff on Jira ITSM best practices.
    • Communicate updates and improvements to stakeholders and end-users.
  • Qualifications & Skills
    • Required:
      • Experience: 3+ years in IT service management, with at least 1 year leading a support 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.
    • Preferred:
      • ITIL Foundation Certification (or higher)
      • Experience with Atlassian ecosystem (e.g., Confluence, Bitbucket, etc.)
      • Knowledge of scripting & automation (e.g., Jira Automation, PowerShell, Python)


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