IT Service Assistant Manager

IT Service Assistant Manager

Job Summary
Supports the management of IT service operations and ensures efficient delivery of IT support services to users across the organization.

Key Responsibilities

• Manage day-to-day IT service operations.
• Supervise helpdesk and technical support activities.
• Monitor service levels, incidents, requests, and escalations.
• Ensure compliance with ITIL-based processes.
• Manage incident, problem, request, and change management activities.
• Monitor service desk KPIs and SLA performance.
• Identify recurring issues and drive service improvements.
• Coordinate with infrastructure, applications, cybersecurity, and vendors.
• Manage user communication during major incidents.
• Develop and maintain IT service procedures and documentation.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 5+ years of IT service management/support experience.
• Experience supervising IT support teams.
• Knowledge of ITIL practices.
• Strong communication and problem-solving skills.