IT Service Desk & Technical Support Manager

Madre Integrated Engineering Full time

IT Service Desk & Technical Support Manager

• Manage and govern Service Desk & Technical Support services
• Monitor SLA performance and service quality
• Handle escalations and operational risks
• Prepare monthly and ad-hoc reports
• Drive continuous improvement and process optimization
• Coordinate with stakeholders, vendors and internal teams
• Manage service reviews, audits and improvement plans

Requirements

• 5-10 years of relevant experience in Service Desk / Technical Support / IT Service Management
• Strong experience in Service Desk governance, SLA monitoring, escalation management and service reporting
• Experience managing teams, workloads, service capacity and technical support operations
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