EXPERIENCE: 

8 - 10+ years of IT experience, including 3+ years in Windows, office 365, service desk, support management, or service delivery leadership roles 

RESPONSIBILITIES (INCLUDES ALL TASKS): 

• Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.  
• Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune). 
• Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics  
• Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.  
• Champion ITIL-aligned processes for incident, request, change, and knowledge management.  
• Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.  
• Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.  
• Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.  
• Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).  

TECHNICAL SKILLS /COMPETENCIES: 

MANDATORY 

OPTIONAL 

• Strong track record in Service Desk/ITSM management with proven ability on SLA/KPI governance, user engagement, and performance monitoring.  
• Deep knowledge of Microsoft 365 services administration in enterprise environments. 
• Experience developing and implementing SIPs, with measurable business impact.  
• Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).  

SOFT SKILLS: 

MANDATORY 

OPTIONAL 

• Skilled in stakeholder management, vendor engagement, and data-driven decision making.  
• Collaborative leadership with strong communication and coaching abilities.