Subject Matter Expert (Support&Ops)

Job Summary

Service Desk Manager:

Key Responsibilities

Ensure day-to-day service desk operations run smoothly Oversee incident, request, and escalation handling Monitor ticket queues, response times, and resolution quality Ensure 24/7 or business-hours coverage as required

Skill Requirements

Strong leadership and communication ITIL knowledge and ITSM expertise Customer service mindset Analytical and problem-solving ability Stakeholder and vendor management

Other Requirements

ITIL4

ob Summary:\\r\\n Responsible for managing daily IT service desk operations, leading support teams, ensuring SLA compliance, and delivering high‑quality customer support aligned with ITIL best practices.\\r\\n\\r\\n Key Responsibilities\\r\\n\\r\\n Manage day‑to‑day service desk operations (incidents, requests, escalations)\\r\\n Lead, coach, and manage service desk analysts and shift schedules\\r\\n Monitor SLAs, KPIs, and service performance\\r\\n Act as escalation point for major incidents\\r\\n Drive continuous improvement, automation, and self‑service\\r\\n Manage ITSM tools and knowledge base\\r\\n Communicate with business stakeholders and handle customer escalations\\r\\n Prepare operational and management reports