Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3–5 years of experience in IT support, service desk operations, or end-user support.
• Previous experience in a Team Lead, Senior Service Desk Analyst, or similar leadership role.
• Working knowledge of ITIL Incident Management, Problem Management, and Service Request Management.
• Experience supporting Windows, Mac OS, and enterprise IT environments.
• Basic knowledge of networking, Citrix/VDI environments, and telephony support.

Job Responsibilities:

• Lead and oversee daily operations of the Level 1 IT Support team.
• Manage ticket intake, workload distribution, and adherence to support processes.
• Ensure incidents, service requests, and escalations are properly tracked, documented, and resolved according to ITIL standards.
• Serve ...