Lead the day-to-day operation and continuous improvement of a client-facing Service Desk, ensuring consistent and professional handling of incidents, service requests, and operational coordination
Job Summary
Lead the day-to-day operation and continuous improvement of a client-facing Service Desk, ensuring consistent and professional handling of incidents, service requests, and operational coordination.
Own and manage the service management platform across Jira Service Management, Confluence, Jira Software, and Refined, ensuring the platform remains governed, maintainable, secure, and user-friendly.
Lead and develop the first-line support team, defining and enforcing minimum standards for ticket quality, troubleshooting, escalation notes, and communication.
Matching Summary
Lead the day-to-day operation and continuous improvement of a client-facing Service Desk, ensuring consistent and professional handling of incidents, service requests, and operational coordination.
Skills & Requirements
Must-have
Service Desk Management
Atlassian Platform Ownership
Client-facing support
Incident Management
Operational Reporting
Team Leadership
Nice-to-have
Continuous Improvement
Stakeholder Communication
Service Quality Standards
Key Requirements
Strong experience in service desk management
Hands-on experience with Jira Service Management
Experience running a client-facing support function