Help Desk Operations• Oversee daily operations of multi‑site help desk support• Monitor ticket queues, SLAs, and customer satisfaction metrics• Ensure timely escalation and resolution of technical issues• Maintain SOPs, knowledge base articles, and support documentationProcess Improvement & Quality Assurance• Identify opportunities to improve support processes and reduce incident volume• Implement ITIL‑aligned best practices in request fulfillment and incident management• Collaborate with security, systems, and network teams to address recurring issues• Recommend and support improvements to help desk tools and automationCommunication & Reporting• Serve as the primary liaison between the help desk team and IT leadership• Provide weekly and monthly performance reports, SLA dashboards, and trend analyses• Communicate outages, service impacts, and recovery updates to stakeholders. 5+ years of experience in help desk, IT support, or service management roles• Proven leadership or supervisory experience, preferably managing remote teams• Strong communication, organizational, and customer service skills• Experience with ITSM ticketing systems (ServiceNow, Remedy, Jira Service Management, etc.)• Ability to troubleshoot basic hardware, software, and network issues.