Job description
• Manage and govern Service Desk & Technical Support services
• Monitor SLA performance and service quality
• Handle escalations and operational risks
• Prepare monthly and ad-hoc reports
• Drive continuous improvement and process optimization
• Coordinate with stakeholders, vendors and internal teams
• Manage service reviews, audits and improvement plans
Requirements• 5–10 years of relevant experience in Service Desk / Technical Support / IT Service Management
• Strong experience in Service Desk governance, SLA monitoring, escalation management and service reporting
• Experience managing teams, workloads, service capacity and technical support operations
• Strong knowledge of ITIL practices and IT service delivery
• Experience in dashboards, performance reporting, audits and continuous service improvement
• Strong stakeholder and vendor coordination experience
Degree / Diploma in Information Technology or related field
Preferred Certifications:
• HDI-SCA / HDI-DST / ITIL Foundation / CompTIA A+ / equivalent
• PMP / PRINCE2 / HDI-SCM / equivalent