Job Summary: This is a senior-level IT leadership position responsible for overseeing and optimizing our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices. Main Responsibilities: - Lead the Help Desk team to ensure efficient handling of IT support requests and incidents - Oversee the help desk platform (e.g., ServiceNow, Zendesk, Jira Service Management) and optimize workflows to enhance productivity - Establish and enforce best practices for incident management, request fulfillment, and user support - Ensure the Help Desk team meets SLAs and key performance indicators (KPIs) Key Qualifications: - 5+ years of experience in leading IT service delivery, help desk leadership, or technical support management - Hands-on experience managing IT support teams and optimizing service desk operations - Strong knowledge of incident management, escalation handling, and SLA monitoring - Experience with help desk platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk