- Service Desk Oversight
- Manage daily operations of the IT Team, ensuring timely resolution of incidents and requests.
- Monitor and enforce Service Level Agreements (SLAs) to maintain high customer satisfaction.
- Implement service improvement strategies and knowledge base documentation for recurring issues.
- Train and mentor support staff to deliver consistent, high-quality service.
- IT Infrastructure Management
- Oversee networks, servers, cloud platforms, and enterprise applications to ensure reliability and scalability.
- Lead IT projects such as system upgrades, and security enhancements.
- Develop and maintain disaster recovery and business continuity plans.
- Manage vendor relationships, contracts, and IT budgets.
- Strategic Leadership
- Align IT operations with organizational goals, bridging technical execution with executive communication.
- Provide regular reporting on performance metrics, incident trends, and project progress.
- Collaborate with other departments to identify technology needs and deliver solutions.
Required Skills & Qualifications
- Technical Expertise: Strong knowledge of IT service management (ITIL framework), networking, cloud, and cybersecurity.
- Leadership Skills: Ability to manage diverse teams across service desk and infrastructure functions.
- Analytical Thinking: Skilled in root cause analysis, preventive planning, and process optimization.
- Communication: Capable of translating technical issues into business language for executives and stakeholders.
- Education: Bachelor’s degree in IT, Computer Science, or related field; certifications like ITIL are highly valued.
Typical Experience & Career Path
- Experience: 7–10 years in IT roles, with at least 3–5 years in supervisory or managerial positions.
