Job Description

Responsibilities:

Supervise and guide the Service Desk team in providing first-level support to end users.
Monitor, prioritize, and assign IT service tickets to ensure timely resolution.
Support and maintain IT infrastructure, including Windows servers, desktops, and virtualization platforms.
Oversee IT asset management, software deployment, and system updates.
Collaborate with other IT teams on escalations, change management, and infrastructure improvements.
Document processes, prepare reports, and ensure compliance with IT policies and ITIL best practices.
Provide training, coaching, and performance feedback to Service Desk staff.
Serve as point of contact for critical issues and escalations, ensuring business continuity.

Education & Experiences: