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

Compétences requises

Service Desk GovernanceSLA Monitoring and ManagementEscalation ManagementService Reporting and DashboardsContinuous Improvement and Process OptimizationStakeholder ManagementVendor ManagementTeam LeadershipService Capacity and Workload ManagementITIL Practices and IT Service DeliveryService Audits and Compliance ManagementTechnical Support Operations ManagementOperational Risk ManagementProject Management (PMP/PRINCE2 practices)

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