Country Lead

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 tool in day-to-day IT operations

Ensure accurate inventory tracking and asset custodianship across all locations through periodic audits and strict compl...