Global IT Service Desk Operations Manager
2 weeks ago
The IT Helpdesk is responsible for providing timely and professional technical support to end-users.
This role oversees and reports on the day-to-day operations of the global Help Desk environment.
Key responsibilities include managing the IT Helpdesk environment, providing management reports, overseeing help desk support staff, and enforcing technical standards.
- Key Responsibilities:
- Manage, maintain, and develop the IT Helpdesk environment (Freshservice).
- Supervise and monitor all open tickets and identify overdue issues.
- Provide guidance to the Global IT Support team relating to end-user support.
Requirements:
- Minimum of 5 years' experience in a fast-paced end-user IT support environment.
- Hands-on experience of operating a helpdesk environment, including call allocations, queue management, and problem determination.
- Delivering a quality IT experience in-line with ITIL best practice.
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