Qualifications

• 3-5 years of progressive IT support experience; equivalent education may apply.
• 2-4 years of preferred experience in people leadership or coordinating IT support teams.
• Ability to manage operational performance and service levels effectively.
• Strong understanding of ITIL-aligned service management practices for process adoption.
• Preferred experience with incident, change, and problem management.
• Experience managing vendor relationships and operational governance.
• Strong stakeholder management and communication skills across all organizational levels.

Responsibilities

• Plan and manage workforce coverage and staffing schedules for effective site support.
• Oversee service performance governance, including queue health and escalation management.
• Monitor customer satisfaction and ticket resolution metrics to ensure service quality.
• Develop continuous improvement plans for enhancing customer experience and operational efficiency.
• Ensure consistent use of established ITSM processes across incident and request handling.
• Maintain essential knowledge articles and training materials for support teams.
• Coordinate with vendors for service issue resolution and timely escalation.
• Provide priority IT support for senior leaders and critical business situations.

Benefits

• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Flexible work arrangements to maintain work-life balance.