IT Service Management Lead

* The ITSM Lead, comprising a team of 2 to 3 professionals including the ITSM Lead, supports a user base of approximately 480 individuals. * The ITSM Lead is expected to be proactive and self-motivated, responsible for the seamless management of the IT Service Management platform and the daily operations of the Helpdesk. * This role is pivotal in ensuring the delivery of high-quality, responsive support services. * You will foster strong relationships with senior executive users (VIPs), ensuring exceptional communication and the highest standard of service delivery. * A key aspect of this role is the ability to maintain a high level of attention to detail, both in written communication and when interpreting messages from users, ensuring clear, accurate, and effective responses at all times.

Main Duties and Responsibilities:

• Responsible for ensuring clear, consistent, and professional communication across all channels, including internal updates, user inquiries, and support documentation.
• Effective communication with users, including senior executives (VIPs), is essential for ensuring the success of IT services and support.
• Lead the Technology Helpdesk operations, ensuring prompt, expert-level resolution of technical incidents and requests.
• Manage and continuously enhance ITSM processes, optimizing efficiency and effectiveness.
• Utilize ServiceNow extensively for incident tracking, management, reporting, and service request resolution.
• Engage proactively with senior executives, understanding and anticipating their unique IT needs and preferences, and delivering personalized support experiences.
• Build and maintain strong, strategic relationships with senior executive stakeholders, ensuring high-level satisfaction and service excellence.
• Regularly report to IT stakeholders with detailed analyses, performance metrics, and recommendations for service improvement.
• Coordinate effectively with cross-functional technology teams and external vendors to address and resolve complex technical issues.
• Participate in IT planning exercises, aligning helpdesk services with organizational goals and standards.
• Maintain an up-to-date understanding of emerging technologies and best practices within IT support and management.

Required:

• Bachelor degree or equivalent in Information Technology or related field.
• ITIL certification or equivalent professional certification.
• Microsoft Certifications (Windows OS, and Office)
• Proven experience in a Helpdesk role and supporting executive or VIP users.
• Demonstrated experience troubleshooting technical issues and managing ITSM tools, particularly ServiceNow.
• Extensive knowledge and experience in ITSM processes and methodologies.
• Expert-level proficiency in ServiceNow (configuration, administration, optimization).
• Exceptional analytical, troubleshooting, and problem-solving capabilities.
• Outstanding communication and interpersonal skills, particularly in high-level interactions with senior executives.
• In-depth technical knowledge across multiple platforms and systems.
• Proactive learner, adaptable to new technologies and IT industry trends.