Responsible for overseeing daily IT support operations, managing the support/helpdesk team, ensuring service delivery standards are achieved, and maintaining operations across ticket management, patching, reporting, and IT governance processes.

Key Responsibilities

• Supervise the IT Support/Helpdesk team.
• Assign workloads and manage daily operations
• Conduct regular team briefings and operational reviews.
• Mentor and coach support staff to improve technical and customer service skills.
• Manage staff scheduling, leave coordination, and shift planning where applicable.

2. IT Support Operations

• Oversee incident, service request, and escalation management.
• Ensure tickets are logged, categorized, prioritized, and resolved within SLA timelines.
• Monitor ticket queues and backlog management.
• Coordinate major incident response and escalation handling.
• Ensure ...