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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 day‑to‑day activities of the Service Desk team, ensuring effective handling of incidents, requests, and alerts raised through ServiceNow.
- Provide leadership, coaching, and mentoring to Service Desk Analysts to promote professional growth and technical development.
- Monitor service desk performance against SLAs and KPIs, identifying trends, risks, and opportunities for improvement.
- Collaborate with infrastructure, security, and operations teams to ensure a seamless support experience and maintain alignment with MSSP service delivery standards.
- Ensure alignment and adherence to operational procedures, knowledge base documentation, and service desk workflows in accordance with ITIL best practices.
- Conduct regular internal operational service reviews and provide reports on incident trends, team performance, and customer satisfaction metrics.
- Identify process improvements / auto...