Offer summary
Qualifications:
Bachelor’s degree in IT or related field, 5+ years in IT service management, Proven experience managing L1/L2 teams, Hands-on ITIL implementation experience, ITIL Foundation certification required.Key responsabilities:
- Manage daily operations of help desk teams
- Lead transition to live support model
- Establish processes for incident lifecycle
- Define and monitor SLAs and KPIs
- Mentor and develop help desk team