Qualifications

• 5+ years of experience in IT service delivery or service desk management.
• Strong knowledge of ITIL or IT service management frameworks.
• Broad technical expertise across infrastructure, cloud, applications, and end-user systems.
• Proven ability to lead global and offshore teams effectively.
• Strong analytical and operational management skills.
• Excellent communication and stakeholder engagement abilities.
• Hands-on leadership style with a collaborative approach.

Responsibilities

• Lead and develop a global service desk team, including recruitment, onboarding, and performance growth.
• Drive continuous improvement in service quality, processes, and customer experience.
• Apply ITSM and ITIL frameworks to enhance workflows and communication.
• Oversee ticket assignment, tracking, and resolution across regions.
• Manage enterprise asset management and inventory controls.
• Improve infrastructure and application monitoring strategies.
• Serve as an escalation point for complex technical incidents.
• Manage vendor relationships and service level agreements.
• Analyze service trends to enhance operational efficiency.
• Coach and mentor team members for career development.

Benefits

• Opportunity for strategic leadership in a global context.
• Focus on continuous improvement and service excellence.
• Emphasis on team development and mentoring.
• Access to ITIL and ITSM frameworks for professional growth.
• Collaboration with diverse internal teams and stakeholders.