Jira ITSM Help Desk II - Remote

Overview

This role is designed for an experienced IT support professional who thrives in dynamic, fast-paced environments. As a Jira ITSM Help Desk II, you will oversee help desk operations, manage incoming tickets, and ensure seamless IT service delivery.

In Short

• Coordinate administrative and technical workloads for the help desk team.
• Manage incident tickets and escalations.
• Develop and maintain help desk procedures and documentation.
• Serve as the liaison between technical staff, clients, and management.
• Evaluate user satisfaction and service delivery processes.
• Collaborate with IT and help desk teams to implement solutions.
• Prepare reports on help desk metrics.
• Ensure timely resolution and follow-up on tickets.
• Optimize technology resources.
• Lead training and quality assurance initiatives.

Requirements

• Experience in IT support or help desk operations.
• Strong knowledge of Jira and ITSM processes.
• Excellent communication and interpersonal skills.
• Ability to analyze processes and metrics.
• Leadership experience in a technical environment.
• Problem-solving and strategic thinking abilities.
• Experience with customer satisfaction evaluation.
• Ability to train and guide team members.
• Proficiency in developing documentation and workflows.
• Experience in cross-functional collaboration.

Benefits

• High visibility and impact on organizational efficiency.
• Opportunity for cross-functional collaboration.
• Dynamic and fast-paced work environment.
• Professional development opportunities.
• Supportive team culture.