Job Description
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 3–5 years of experience in IT support, service desk operations, or end-user support.
- Previous experience in a Team Lead, Senior Service Desk Analyst, or similar leadership role.
- Working knowledge of ITIL Incident Management, Problem Management, and Service Request Management.
- Experience supporting Windows, Mac OS, and enterprise IT environments.
- Basic knowledge of networking, Citrix/VDI environments, and telephony support.
Job Responsibilities:
- Lead and oversee daily operations of the Level 1 IT Support team.
- Manage ticket intake, workload distribution, and adherence to support processes.
- Ensure incidents, service requests, and escalations are properly tracked, documented, and resolved according to ITIL standards.
- Serve ...