Supervises daily Help Desk operations to ensure consistent service delivery and operational efficiency.Ensure timely resolution of incidents and service requests to guarantee adherence to defined SLAs.Monitor ticketing system performance and workload distribution to optimize resources and team productivity.Escalates critical incidents to relevant stakeholders to ensure rapid resolution and proper follow-up documentationLeads and mentors Help Desk team members through coaching and performance evaluations to foster professional growth and high-performance standardsDevelop and improve IT support processes and documentation to maintain high performance standards.Coordinate with Infrastructure, Network, and Application teams for issue resolution.Prepare regular performance and KPI reports for management, highlighting service trends and areas for improvement.Ensure compliance with IT policies and security standards to safeguard organizational data and maintain system integrity.Contributes to IT service improvement projects to enhance the end-user experience and modernize support tools. Educational Background:B.Sc. in the field of Computer Science or EngineeringExperience:5-7 years of experience and 2 -3 years management experienceTechnical Proficiency:Strong knowledge of Windows OS, Microsoft 365, Active Directory.Experience with ITSM / Ticketing systems (e.g., ServiceDesk, ManageEngine, Jira, etc.).Knowledge of networking fundamentals.Experience in troubleshooting hardware, software, and user access issues.Understanding of ITIL concepts is preferred.