Key Responsibilities

• Act as the primary point of contact (SPOC) for technical guidance and escalations within the Service Desk team
• Monitor and ensure compliance with Response Time, Resolution Time, and other agreed SLAs
• Manage incident, problem, and service request escalations using ITIL best practices
• Oversee maintenance activities, troubleshooting efforts, and on-site support operations
• Provide hardware, software, and end-user support when required
• Develop and maintain knowledge base articles, troubleshooting guides, and support documentation
• Train and mentor Service Desk and Helpdesk team members
• Maintain effective communication with stakeholders regarding ongoing issues and resolutions
• Coordinate deployment schedules, implementation strategies, and system updates
• Monitor and maintain the health of the UEM environment, including clients, servers, and distribution points
• Support Operating System Deployment (OSD), software deployment, and patch management activities
• Serve as Level 3 support for complex technical issues and UEM-related projects
• Generate weekly and monthly operational, SLA, and patch compliance reports
• Drive continuous service improvement initiatives to enhance operational efficiency and customer satisfaction

Qualifications

• 3–5 years of experience in a Team Lead, Service Delivery Lead, or IT Support Leadership role
• Strong background in Service Desk, Desktop Support, or IT Operations
• Experience managing SLA performance, incident management, and escalation handling
• Knowledge of ITIL processes and service management best practices
• Experience with UEM, OSD, software deployment, and patch management
• Strong troubleshooting skills across hardware, software, and network environments
• Excellent leadership, communication, stakeholder management, and coaching skills
• Experience preparing operational reports and service performance metrics