Job Description
Job Description
- Leads IT support operations, including help desk, service desk, and end-user support services.
- Manages internal team performance, workload allocation, and continuous development of support staff.
- Oversees incident, problem, and request management processes to meet service expectations.
- Monitors service performance through KPIs and SLAs, driving improvements of both the internal team & external team resources.
- Manages escalations and ensures resolution of critical or high-impact issues.
- Collaborates with infrastructure, applications, and cybersecurity teams on issue resolution.
- Drives process improvement, automation, and service efficiency initiatives.
- Ensures compliance with IT standards, policies, and service management frameworks.
Requirements
- Experience managing IT support, service desk, or end-user support functions. 5 + years or more relevant experience
- Strong understanding of IT service management processes (incident, problem, change management).
- Ability to lead teams, manage service performance, and handle escalations. 3+ years in a supervisory role.
- Experience working with enterprise IT environments and support tools.
- Ability to travel 20% of the time
- Freshworks and Freshworks certification experience highly preferred.
- HDI Support Center Manager (HDI-SCM) or HDI Support Center Director certification highly preferred.
- IAOP Certified Outsourcing Professional (COP) required.
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ITIL 4 Foundation; ITIL 4 Managing Professional modules (Create, Deliver & Support; Drive Stakeholder Value) or ITIL 4 Strategic Leader certification.
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Microsoft 365 Certified: Endpoint Administrator Associate; CompTIA A+, Network+, or Security+.
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Lean Six Sigma Green Belt, PMP, or CAPM.