lead

Required Skills 

• Proven leadership in service desk transitions and operations. 

• Strong expertise in voice and chat support environments. 

• In-depth knowledge of ITSM tools and processes. 

• Exposure to GenAI platforms and automation solutions. 

• Experience implementing and monitoring security controls, including IAM. 

• Excellent communication and stakeholder management skills. 

Key Responsibilities

• Lead end-to-end transitions for large service desk operations, ensuring efficient management and knowledge transfer.
• Develop and present transformation proposals tailored to client needs and business objectives.
• Front-end customer engagements, acting as the primary point of contact for solution demonstrations and requirements gathering.
• Serve as Pre-sales Solutions Lead, collaborating with sales and technical teams to craft winning proposals and solution strategies.
• Oversee daily service desk operations, ensuring high standards for voice and chat support, incident resolution, and customer satisfaction.
• Maintain compliance with security controls and regulatory requirements, including Identity and Access Management (IAM).
• Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service capabilities.

·         Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide