
Senior ITSM Operations Manager
4 days ago
At ITC Worldwide INC, we are seeking an experienced ITSM Help Desk Lead to oversee our IT service management operations using Jira Service Management. As a key member of our team, you will lead a group of help desk professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT support functions.
Key Responsibilities- Help Desk Leadership & Operations:
- 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.
- Work closely with IT teams, business units, and end-users to improve ITSM processes.
- Provide training and guidance to help desk staff on Jira ITSM best practices.
- Communicate updates and improvements to stakeholders and end-users.
- Analyze ITSM metrics and generate reports on help desk performance.
- Identify opportunities for automation and process enhancement.
- Ensure compliance with IT security policies and data protection standards.
- 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.
- 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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