Lead the charge in transforming our Service Desk operations, moving from a basic catch-and-dispatch model to a sophisticated L1.5 capability. This role is pivotal in enhancing first-contact resolution rates and elevating the overall customer support experience.

Drive a comprehensive transformation roadmap, establishing robust Standard Operating Procedures and Knowledge Base articles. Your leadership will empower the team to resolve a wider range of incidents and requests efficiently. Conduct thorough capability assessments and implement targeted upskilling programs to foster a highly skilled and adaptable Service Desk team.

Define and track key performance indicators such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT). Collaborate closely with L2/L3 support teams to refine ownership boundaries and integrate more complex ticket categories into L1.5 resolution. Champion the adoption of automation and AI-driven tools to streamline processes and amplify resolution capacity.

Implement stringent quality assurance frameworks, including regular audits and coaching, to ensure continuous improvement and adherence to best practices. This hybrid role offers a dynamic environment to innovate and make a significant impact on our operational efficiency and service excellence.

Develop and execute a strategic roadmap for Service Desk transformation towards an L1.5 resolution capability.

Define, document, and implement Standard Operating Procedures (SOPs), Knowledge Base Articles (KBAs), and Known Error Database (KEDB) entries.

Assess team capabilities, design, and lead upskilling and cross-training initiatives.

Establish and monitor key transformation KPIs: FCR, AHT, ticket deflection, and CSAT.

Collaborate with L2/L3 teams to negotiate resolution boundaries and develop runbooks.

Champion the implementation of automation and AI-assisted tooling to enhance efficiency.

Implement quality assurance processes, including ticket audits and continuous improvement cycles.

Proven experience in leading Service Desk transformations and managing cloud and infrastructure operations.

Demonstrated ability to define and embed SOPs, KBAs, and KEDBs to improve first-contact resolution.

Expertise in establishing and tracking key service desk metrics (FCR, AHT, CSAT).

Strong understanding of ITSM frameworks and best practices.

Experience with automation, AI tooling, and implementing quality assurance frameworks.

Excellent collaboration and negotiation skills for working with L2/L3 support teams.

Strong leadership capabilities to mentor and develop a high-performing team.