Responsibilities:\n •Oversee the daily operations of the service desk team •Handle escalations and complex technical issues •Ensure timely resolution of customer inquiries and technical problems •Develop and maintain service desk procedures and documentation •Monitor service desk performance and implement improvements •Train and mentor service desk staff •Collaborate with other departments to improve overall customer support experience Requirements:\n •Bachelor's degree in information technology or related field •1-3 years of experience in a customer service or technical support role •Strong understanding of IT service management principles •Excellent communication and interpersonal skills •Ability to prioritize and manage multiple tasks effectively •Familiarity with help desk software and ticketing systems Preferred Skills:\n •ITIL certification •Experience with service desk management tools •Knowledge of network and desktop operating systems •Familiarity with remote support tools and techniques •Understanding of IT security best practices,