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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Lead and manage IT Helpdesk operations to ensure timely resolution of incidents and service requests with high SLA compliance and user satisfaction.
- Oversee IT ticketing system governance, including CSAT, escalation handling, and continuous improvement of IT services.
- Develop, implement, and maintain IT SOPs, knowledge base, and operational best practices aligned with organizational compliance standards.
- Monitor IT service performance through dashboards and reporting, conduct RCA for recurring issues, and drive proactive improvements.
- Coordinate with cross-functional teams to ensure reliable service continuity across all business locations.
- Manage IT operations team performance through training, mentorship, workload planning, and clear accountability.
- Ensure strong compliance with security tools in day-to-day IT operations.
- Ensure accurate inventory tracking and asset custodians...