IT Operations Manager Role We are seeking a skilled IT Operations Manager to oversee and optimize our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices. This role will be responsible for leading a team of help desk analysts, ensuring high-quality support, and improving overall IT service efficiency. As a key leader within the IT Service Delivery team, you will drive service excellence by managing daily operations, optimizing support processes, monitoring SLAs, and ensuring a seamless end-user experience. - Lead the Help Desk team, ensuring efficient handling of IT support requests and incidents. - Oversee the help desk platform (e.g., ServiceNow, Zendesk, Jira Service Management) and optimize workflows to enhance productivity. - Establish and enforce best practices for incident management, request fulfillment, and user support. - Ensure the Help Desk team meets SLAs and key performance indicators (KPIs). Key Skills & Qualifications - 5+ years of experience in leading IT service delivery, help desk leadership, or technical support management. - Hands-on experience managing IT support teams and optimizing service desk operations. - Strong knowledge of incident management, escalation handling, and SLA monitoring. - Experience with help desk platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk. Benefits & Advantages This is an excellent opportunity for a motivated and experienced IT Operations Manager to join our team and contribute to delivering exceptional IT services. We offer a dynamic work environment, opportunities for professional growth, and a competitive salary package. About the Role This is a full-time position that requires a strong understanding of IT service management principles, excellent leadership skills, and a passion for delivering exceptional customer experiences.