Responsibilities

• Lead and manage IT Helpdesk operations to ensure timely resolution of incidents and service requests with high SLA compliance and user satisfaction.
• Oversee IT ticketing system governance, including CSAT, escalation handling, and continuous improvement of IT services.
• Develop, implement, and maintain IT SOPs, knowledge base, and operational best practices aligned with organizational compliance standards.
• Monitor IT service performance through dashboards and reporting, conduct RCA for recurring issues, and drive proactive improvements.
• Coordinate with cross-functional teams to ensure reliable service continuity across all business locations.
• Manage IT operations team performance through training, mentorship, workload planning, and clear accountability.
• Ensure strong compliance with security tools in day-to-day IT operations.
• Ensure accurate inventory tracking and asset custodians...