Lead and mentor a global IT service desk (L1/L2) 24/7.
Oversee incidents, service requests, and major incidents with a focus on first-contact resolution.
Drive continuous improvements and automation in Service Desk operations.
Collaborate with IT teams to align IT operations and tools (ITIL aligned).
Provide technical guidance and develop knowledge base articles for L1/L2 resolutions.
Manage workload, escalations, and performance metrics; rotate shifts including nights/weekends.

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