Job Summary: Lead and optimize global IT operations, focusing on Service Desk management, employee onboarding, and IT experience. Drive operational excellence through SLA management, metrics reporting, and building a high-performing team of IT professionals. Utilize ITIL best practices and modern service management tools to ensure efficient and effective IT service delivery.
Key Responsibilities:
- Manage and optimize global Service Desk operations
- Oversee and enhance Employee Onboarding processes and overall IT Experience
- Establish, monitor, and maintain SLAs across global Service Desk operations
- Drive customer satisfaction initiatives and conduct regular IT surveys
- Develop and report on key metrics to the IT leadership team
- Recruit, train, and lead a team of qualified IT Technicians
- Implement and maintain ITIL best practices across IT operations
- Manage and optimize ServiceNow and FreshService platforms
- Ensure high-quality IT support and consistently improve user satisfaction
- Develop and implement IT service strategies aligned with business goals
- Oversee budget for IT operations and Service Desk
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- 7+ years of experience in IT operations, including global Service Desk management
- 5+ years of experience with ITIL framework and its practical application
- Proven expertise in ServiceNow or FreshService managing a global service desk
- Strong understanding of IT service management principles
- Experience with SLA management and performance metrics reporting
- Excellent communication and collaboration skills
Desired Skills:
- ITIL certification (ITIL 4 Foundation or higher)
- Experience in a fast-growing SaaS startup
- Data analysis and interpretation skills for metrics and survey results
- Strong leadership and team-building abilities
- Change management and process improvement expertise
- Experience in managing global, cross-cultural teams
- Strategic thinking and ability to align IT operations with business objectives
