Job Description

Skills:
Service Desk Operations, ITIL Framework, Microsoft 365, Managed Services, IT Service Management, Team Leadership, SLA Management, Technical Support,

Experience

8 - 10+ years of IT experience, including 3+ years in 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 d...

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