Jira ITSM Help Desk Lead

ITC WORLDWIDE

Abuja, FCT
Permanent
Full-time

22 days ago
Apply easily

JIRA (ACP-120) IT Service Management - Certified **2nd/3rd Shift *ITC Worldiwde's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.ITC CORE VALUES

Be Open: Be accessible, candid, collaborative and transparent in the work we do.
Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
Make an Impact: In all endeavors, effect positive and sustained outcomes that make our region thrive.
Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
Cultivate Belonging Embrace differences, foster equity, champion inclusion, and empower all.

Responsibilities

Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
Serve as the liaison between team members, client management, and company management.
Develop processes and documentation for help desk procedures.
Evaluate user satisfaction and service delivery processes to identify areas of improvement.
Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
Prepare reports on help desk metrics and present them to management to inform business decisions.
Perform other duties as assigned.

We'll be a great match if you also have:

Experience leading teams of technical IT staff
Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
Knowledge of IT hardware and software troubleshooting
Knowledge of End user hardware software and operating systems
Knowledge of industry standards surrounding help desk reporting
Ability to analyze data and communicate metrics related to help desk
Ability to communicate effectively in written and oral communications
Ability to manage time and effectively delegate tickets based on priorities

Microsoft Certification (required)

AZ-800: Administering Windows Server Hybrid Core Infrastructure; and,
AZ-801: Configuring Windows Server Hybrid Advanced Services.
AZ-500: Microsoft Azure Security Technologies; and,
SC-200: Microsoft Security Operations Analyst; or
SC-400: Microsoft Information Protection Administrator; and, also
AZ-700: Designing and Implementing Microsoft Azure Networking Solutions

Jira Service Management (required)Required: PMP (PMI) | ITIL v4Proci+ | CSAMCorp Benefits Package (post vesting)PensionHealth HMO

ITC WORLDWIDE