Responsible for managing and coordinating IT support services to ensure timely incident resolution, effective change management, and continuous service improvement. Oversees service desk operations, incident, problem, and change management processes, while ensuring compliance with IT standards and policies. Collaborates across teams to maintain high service quality and minimal business disruption. Responsibilities Service Desk Manager: Lead, mentor, and manage the service desk team to ensure efficient performance and high levels of customer satisfaction. Provide ongoing coaching, training, and development opportunities for team members. Oversee daily operations of the service desk, ensuring timely responses and resolution of incidents and service requests. Monitor and manage ticket queues, ensuring SLAs (Service Level Agreements) are met. Handle escalated issues and manage complex or high-priority tickets. Maintain comprehensive documentation on service desk processes, procedures, and knowledge base articles. Prepare and present regular service desk performance reports (ITSC & OSS) to senior management. Ensure proper documentation of incidents, requests, resolutions, and customer interactions for audit and compliance purposes. Incident Manager: Lead and coordinate the incident management process, ensuring incidents are resolved within agreed service levels. Monitor and track the progress of incidents, escalating as necessary to ensure timely resolution. Ensure communication to stakeholders regarding incident status and resolution. Perform root cause analysis (RCA) for ajor incidents and implement corrective actions. Maintain incident records, providing clear documentation for all incident activities. Work closely with other IT teams to prevent recurrence of incidents. Change Manager: Coordinate and manage the entire change management lifecycle, from request submission to post-implementation review. Facilitate Change Advisory Board (CAB) meetings and review the impact of changes on business services. Ensure changes are planned and implemented with minimal disruption to services. Maintain detailed records of changes, including timelines, approvals, and post-change reviews. Ensure changes are aligned with ITIL processes and compliance standards. Collaborate with stakeholders across IT and business teams to ensure smooth implementation of changes. Continuously improve change management processes and ensure effective communication with affected teams. To update CMS roles modification. To check all IT resign staff/ consultant list and update in CMS. Problem Coordinator : Conduct trend analysis to identify potential problems before they result in incidents. Collaborate with IT teams to identify long-term solutions to problems. Drive problem resolution by working with technical teams and stakeholders to implement permanent fixes. Facilitate problem-solving meetings, including Root Cause Analysis (RCA) and failure reviews. IT compliance Coordinator : Ensure full compliance support in daily activities such as completion gaps analysis and remediation plans and escalation of breaches incidents to appropriate parties; Monitor timely periodic reporting of regulatory submission to regulatory authorities; Monitor staff participation in Compliance trainings, e-learnings, awareness programs/sessions and activities; Ensure declaration in the Critical Compliance Self- Assessment Checklist (CCSAC) is correct and provide timely ACF Gift and Entertainment declaration for each quarter; Effort as a Compliance Coordinator in terms of coordinating and communication on Compliance's deliverables within team members. Software Management : Work with business stakeholders to understand the software needs and technical requirements. Vendor Evaluation: Assess and evaluate different software vendors, considering factors such as functionality, pricing, support, and scalability. Procurement: Manage the software purchasing process, ensuring that contracts, licenses, and terms are in place and compliant with organizational policies. Budget Management: Monitor the software procurement budget, ensuring cost-effectiveness while meeting business needs. Contribute to various ad-hoc projects and activities, including audits, disaster recovery (DR), and other project-related tasks. Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification is a plus. Over 5 years of experience in IT Service Management, Service Desk Operations, or Incident Management. Proven experience in leading IT teams and managing incident and problem resolution. Practical knowledge of Change Management, IT Compliance, and ITIL best practices. Show more Show less