Skills:
Service Desk Operations, IT Service Management, ITIL Framework, Microsoft 365 services, SLA Management, KPI governance, Exchange Online, Technical Operations,
Experience
8 - 10+ years of IT experience, including 3+ years in Windows, office 365, service desk, support management, or service delivery leadership roles
Responsibilities (includes All Tasks)
- Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.
- Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).
- Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics
- Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.
- Champion ITIL-aligned processes for incident, request, change, and knowledge management.
- Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.
- Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.
- Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.
- Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).
Technical Skills /Competencies
MANDATORY
OPTIONAL
- Strong track record in Service Desk/ITSM management with proven ability on SLA/KPI governance, user engagement, and performance monitoring.
- Deep knowledge of Microsoft 365 services administration in enterprise environments.
- Experience developing and implementing SIPs, with measurable business impact.
- Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).
Soft Skills
MANDATORY
OPTIONAL
- Skilled in stakeholder management, vendor engagement, and data-driven decision making.
- Collaborative leadership with strong communication and coaching abilities.
