Sr Administrator (Support & Operations)

Job Description : Service Desk Lead Experience mandatory

Job Summary : Service Desk Operations Management Manage daily Service Desk operations and ensure uninterrupted support services. Monitor Incident, Service Request, Knowledge, and Problem Management processes. Ensure all tickets are logged, prioritized, assigned, and resolved within agreed SLAs. Oversee ticket queues and workload distribution across the support team. Act as the primary escalation point for major incidents and critical issues. Coordinate with L2/L3 support teams, vendors, and technology towers for issue resolution. Drive service restoration activities during major incidents. Team Leadership and People Management Lead, mentor, coach, and develop Service Desk Analysts. Conduct regular team meetings, performance reviews, and one‑on‑one sessions. Develop training plans and skill enhancement programs. Manage resource planning, shift scheduling, and workforce utilization. Promote a customer‑...