Key Responsibilities Assist in leading the IT Service Desk team to deliver standardized, efficient, and high-quality IT support services to internal users. Develop, maintain, and enforce IT operations standards, support procedures, and incident management processes to ensure operational efficiency, compliance, and service consistency. Monitor, respond to, and coordinate the resolution of incidents, alerts, and service disruptions, ensuring timely escalation, effective communication, and complete issue resolution. Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, mobile devices, and related hardware. Support users in resolving day-to-day issues with Microsoft 365 and other commonly used business applications. Monitor, analyze, and report key IT service metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and overall service performance. Record, prioritize, track, and resolve all IT service requests through the ticketing system, ensuring compliance with established Service Level Agreements (SLAs). Collaborate closely with Desktop Support, Infrastructure, Information Security, and AI teams, while coordinating with regional and global IT teams to support enterprise-wide IT initiatives. Continuously improve the centralized IT service delivery model and service request channels to enhance operational efficiency and user experience. Manage user accounts, access permissions, and identity administration to ensure system security, data confidentiality, and compliance with corporate security policies.
Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, mobile devices, and related hardware.
Handle account management with empathy — including package validity, extensions, and introducing additional options in a way that keeps clients engaged with us.
Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, mobile devices, and related hardware.
Translate complex, high-level technical deployments into clear, floor-level standard operating procedures (SOPs) for local IT and business staff. Balance strict global IT compliance with practical, local business productivity.