About the Company
We are committed to providing exceptional IT services and support to our clients, fostering a culture of innovation and collaboration.
About the Role
The Service Desk Operations Lead will oversee day-to-day IT Service Desk and End User Support operations, ensuring adherence to SLAs, OLAs, and KPIs.
Responsibilities
- Lead day-to-day IT Service Desk and End User Support operations.
- Ensure adherence to SLAs, OLAs, and KPIs.
- Manage L1/L2 support teams across multiple locations.
- Oversee incident, service request, problem, and major incident management.
- Ensure timely ticket assignment, escalation, and resolution.
- Monitor queue health and workload distribution.
- Drive First Call Resolution (FCR) and minimize ticket aging.
Required Skills
- Provide support for desktops, laptops, thin clients, and mobile devices.
- Manage Windows, macOS, and mobile operating systems.
- Support Microsoft 365, Teams, Outlook, OneDrive, and collaboration tools.
- Handle printer, conferencing, and meeting room technologies.
- Coordinate VIP and Executive support.
- Ensure remote support for work-from-home users.
Preferred Skills
- Common Technologies:
- ITSM: ServiceNow, BMC, ManageEngine
- Endpoint Management: Microsoft Intune, ManageEngine Desktop Central
- Identity: Microsoft, Okta
- Security: Microsoft, Palo Alto Networks, Trellix
- Monitoring: Nanoheal/Nexthink
Equal Opportunity Statement
We are committed to diversity and inclusivity in our hiring practices and strive to create an environment where everyone feels valued and respected.
