Technical Operations Manager
Core
Lead the IT service desk and IT service management function to deliver best-in-class IT experiences for all users, focusing on operational excellence and continuous improvement.
Role type
Senior IT Service Manager (ITSM)
Builds
IT service operations, user support workflows, and employee onboarding/offboarding processes
Domain
Fintech / IT Operations
Deliverable
infrastructure
Required skills
IT Service Management (ITSM), ITIL framework, incident management, SLA/KPI reporting, team leadership, Jira proficiency, asset lifecycle management, JML process management
Preferred skills
hands-on troubleshooting, automation implementation, industry trend analysis
Technologies
Jira
Responsibilities
Lead and mentor the service desk team; drive resolutions for service desk tickets; implement innovative workplace technologies; monitor and report on SLAs and KPIs; provide hands-on troubleshooting support; manage Joiner-Mover-Leaver (JML) processes; manage IT asset lifecycle; conduct team performance evaluations and training; serve as final escalation point for complex issues.
Seniority
Senior, hands-on IC with management responsibilities
