STACK IT Recruitment

Operations

• Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience
• Manage, coach, and develop a high-performing, customer-focused support team
• Oversee ticket queues, priorities, escalations, and major incidents while keeping stakeholders informed
• Own IT service KPIs and reporting, including response and resolution times and CSAT
• Develop and execute the service desk strategy and roadmap in line with business needs
• Govern ITIL incident, problem, and request management processes
• Improve service delivery through automation, self-service, knowledge management, and modern support technologies
• Partner with infrastructure, applications, security, and business teams to resolve issues and improve IT service delivery
• Manage and optimize ITSM tools to support scale, visibility, and continuous improvement
• Oversee IT support operations across multiple office locations
• Build scalable IT operations and support capabilities as the organization grows
• Explore AI and emerging technologies to improve IT efficiency and employee experience

IT Operations Manager