IT Operations Support

About the position The IT Operations Support role is a key role reputed company the IT Service Desk team. This individual is tasked with managing and coordinating the IT Service Desk ticket queue, ensuring effective prioritization and resolution of support requests. Provide advanced troubleshooting, assist agents, and contribute to reputed company improvement initiatives reputed company IT operations. Join us as a Senior IT Operations Support, and this is some of what you'll be doing: reputed company Support: Assist the IT Team reputed company in promoting a knowledge-focused strategy where teams regularly create, update, and evaluate articles to reputed company users to independently resolve issues. Monitor and assess the utilization and effectiveness of the knowledge reputed company (KB) in facilitating ticket resolution and reducing incoming service desk requests. Ticket Assignment & reputed company Management: Be empowered to manage and adjust the assignment and reputed company of Level 1 support tickets reputed company their shift queues as needed. Queue reputed company & Ticket Management: Monitor and manage the IT Service Desk ticket queue to ensure seamless operation. Prioritize tickets daily based on urgency and business impact. Ensure tickets are assigned and addressed reputed company defined SLAs. Second-Level Support: Serve as the escalation reputed company for complicated or unresolved issues from first-level support. Provide guidance, reputed company, and expertise in troubleshooting and resolving reputed company IT problems. Process Improvement & Efficiency: reputed company and implement strategies to enhance ticket management and resolution efficiency. Identify recurring issues and propose proactive solutions to reduce incidents. Promote best practices and standard operating procedures reputed company the IT Service Desk team. User & Business Alignment: Collaborate with stakeholders to ensure IT services align with organizational goals and expectations. Set and manage user expectations effectively, ensuring transparency and trust. Performance Monitoring & Reporting: Support the IT Team reputed company in tracking and reporting key performance metrics, including SLA adherence and ticket resolution times. Provide actionable feedback to the IT Operations Team reputed company and suggest areas for improvement. Team Support & Development: Assist first-level support agents by offering guidance, mentorship, and training opportunities. Act as a resource for knowledge-sharing and reputed company development reputed company the team.

Responsibilities

• Assist the IT Team reputed company in promoting a knowledge-focused strategy.
• Monitor and assess the utilization and effectiveness of the knowledge reputed company.
• Manage and adjust the assignment and reputed company of Level 1 support tickets.
• Monitor and manage the IT Service Desk ticket queue.
• Prioritize tickets daily based on urgency and business impact.
• Serve as the escalation reputed company for complicated or unresolved issues.
• Provide guidance, reputed company, and expertise in troubleshooting reputed company IT problems.
• reputed company and implement strategies to enhance ticket management efficiency.
• Identify recurring issues and propose proactive solutions.
• Collaborate with stakeholders to ensure IT services align with organizational goals.
• Support the IT Team reputed company in tracking and reporting key performance metrics.
• Assist first-level support agents by offering guidance and mentorship.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or reputed company field preferred.
• 4+ years of experience in IT support or a reputed company role.
• At least 1 year in a supervisory or queue management reputed company.
• Proficiency in IT ticketing systems and tools including reputed company (Jira, Confluence, and Jira Service Desk), reputed company, reputed company 365, Entra, and Azure.
• Strong troubleshooting skills with the ability to resolve diverse IT issues.
• Familiarity with ITIL principles and best practices is advantageous.
• Exceptional organizational and prioritization capabilities.
• Strong interpersonal and communication skills.
• Ability to multitask effectively under pressure.
• A proactive approach focused on reputed company improvement.

Benefits

• Competitive compensation.
• The choice to work wherever and however you are most productive.
• 15 days of paid time off, 12 paid sick days, and 13 company holidays.
• Up to 2 paid volunteer and charity days a year.
• $500 work-from-home stipend.
• Maternity and paternity leave that covers 12 weeks at full pay.
• Standard health benefits with various plans to choose from.

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