Technical Support Director
6 days ago
The Technical Support Director will be responsible for leading service delivery teams in adherence to ITIL process frameworks, coordinating service desk, helpdesk, infrastructure, vendors, and business user teams for seamless service delivery.
The key responsibilities of this role include:
- Ensuring understanding and compliance with Service Level Agreements
- Maintaining high service quality by defining clear service scopes and conducting regular assessments
- Proactively managing resolutions for incidents, changes, and client issues, including timely escalations
Requirements:
- Bachelor's degree in Information Technology or a related field
- Minimum of 8 years relevant experience, including at least 5 years in a managerial role
- Proficient in change, incident, problem, and vendor management
- Experienced in IT support, system administration, and networking
- Familiarity with ITILv4 framework and service management practices
- Knowledgeable in Microsoft Windows, Linux, Cloud technologies, and Desk-side support
- Professional certifications such as MCP, Redhat Linux, AWS, Azure, ITIL are advantageous
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