Found Description
Responsibilities
- Lead, mentor, and develop Support Desk team members, Team Leads, and support engineers
- Implement and improve IT service management processes (ITSM)
- Communicate service status, risks, and improvement initiatives
- Serve as the primary escalation point for service issues
- Plan workforce capacity and forecast support demand
- Identify root causes and drive permanent resolution through problem and change management
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field
- 10 years of experience in IT support or service management
- 4 years in leadership or service delivery management roles
- Proven experience leading Support Desk operations
- Proven experience supporting Mobile Devices and/or Laptops
Preferred Qualifications
- Ability to explain technical fixes to non-technical audiences...
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