Director End user services, Incident management and Service Desk operations

Role Overview: You will be responsible for managing end user services across all locations, including overseeing the Central Service Desk and the Incident management team. Your role will involve defining KPIs, managing internal and customer escalations, owning IT onboarding requirements for new customer transitions, and driving shift left through service desk operations. You will also focus on improving FCR, 24/7 escalation management and response, problem resolution, and RCA submission. Additionally, you will be involved in hiring requisite skills at location and central service, conducting regular operations cadence calls, and aligning IT with business requisitions. Key Responsibilities: - Manage end user services across all locations - Oversee the Central Service Desk - Manage the Incident management team and escalations - Define KPIs - Manage internal user escalations - Manage customer escalations and respond promptly - Own IT onboarding requirements for new customer transitions - Drive shift left through service desk operations - Improve First Call Resolution (FCR) - Handle 24/7 escalation management and response - Focus on problem resolution and RCA submission - Hire requisite skills at location and central service - Conduct regular operations cadence calls - Align IT with business requisitions Qualifications: - Should be a graduate or above - Minimum of 15 years of experience working in the IT industry,