Position Details
About this role
This role involves leading enterprise IT service desk operations supporting a high-volume, mission-critical environment, ensuring effective incident response, ticket resolution, and customer support.
Key Responsibilities
- Manage service desk operations
- Oversee ticket queue management
- Lead and supervise support staff
- Coordinate incident escalations
- Develop support documentation
Technical Overview
The position requires expertise in ITSM practices, ticketing platforms like ServiceNow, and process improvement methodologies, with a focus on customer satisfaction and operational efficiency.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with 3+ years of experience managing enterprise service desks, preferably with ITIL certification. They possess strong leadership skills, expertise in ITSM tools like ServiceNow, and a customer-focused approach to support operations.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Required
Preferred
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of experience in ITSM or service desk management, No remote work experience, No ITIL certification, Less than 2 years of relevant experience
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