Job Description
This job posting is for a current vacancy with our client.
We are seeking an experienced Service Desk & IT Operations Manager to lead service delivery and IT operations within a fast-paced, professional services environment.
A core focus of this role is the implementation, alignment, and continuous improvement of service desk processes in accordance with ITIL/ITSM best practices. The successful candidate will optimize incident, request, and change management workflows, define and monitor ITSM KPIs, and ensure service delivery meets established performance and compliance standards.
The role involves monitoring support services through end-user feedback, trend analysis, and reporting to drive continuous improvement and operational efficiency. Ensuring service desk tickets meet quality standards, including accurate logging, complete documentation, and resolution within defined SLAs, is a key responsibility.
In this role, you will:
· Establish, defin...