Position Details
About this role
This role involves leading the IT Service Desk operations, managing support teams, and driving automation and AI initiatives to enhance support efficiency and user satisfaction.
Key Responsibilities
- Lead support teams
- Implement ITIL processes
- Drive AI and automation
- Improve incident resolution
- Enhance user experience
Technical Overview
The technical environment includes ITIL-based processes, AI and automation tools, ticketing systems like ServiceNow, and knowledge management platforms.
Ideal Candidate
The ideal candidate is a senior IT Service Desk manager with experience leading support teams, implementing ITIL processes, and integrating AI and automation solutions to improve incident resolution and user experience.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Preferred
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of experience with ITIL, No experience with AI or automation, Less than 3 years of team leadership
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