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Develop and implement strategic plans for the help desk triage function to align with business objectives.
Establish, document, and continuously improve triage protocols and procedures.
Lead the triage of incoming help desk tickets, ensuring timely categorization, prioritization, and routing.
Manage escalations for complex or high-impact issues, ensuring prompt attention from the appropriate technical teams.
Monitor help desk performance metrics and KPIs to evaluate process effectiveness and identify improvement opportunities.
Generate dashboards and reports for senior leadership, highlighting trends, key metrics, and recommendations.
Proven experience in Help Desk implementation and management.
Strong expertise in triage processes and protocols.
Demonstrated ability to lead and optimize help desk operations.
Experience working with cross-functional technical and business teams.
Excellent communication, reporting, and stakeholder engagement skills.
Strong analytical and problem-solving abilities.
Familiarity with help desk tools, ticketing systems, and service management frameworks (e.g., ITIL) is a plus.