Job
Description
Role 1) Lead all aspects of Daily Service Desk Operations, ensure SLA & XLA compliance 2) Provide strong leadership and decision-making, handling user issues and identifying and driving shift-left, automation, continuous improvement, training opportunities 3) Sets goals, leads team performance, provides timely feedback, and develops a positive environment. Grade- 4 Accountabilities & Responsibilities- Lead Service Desk activities, ensure efficient incident handling, prioritization, and maintain process documentation. Track and implement consistency to Service Level and Experience Level Agreements. Act as the primary for critical issues, ensuring timely resolution of high-priority (P1/P2) issues and coordinating communication across teams. Demonstrate exemplary leadership, set clear expectations, delegates and promote an environment where accountability is embedded in daily operations. Identify automation opportunities, implement ITSM solutions and optimize workflows to enhance efficiency. Promote DEI, work-life balance, career mentorship to create a positive and supportive environment. Define measurable objectives, govern key performance indicators, as SLA, FCR, and CSAT scores and analyze trends to drive continuous improvement. Conduct regular one-on-one meetings to provide personalized feedback. Recognize achievements and contributions, celebrating team success. Address performance gaps, offering support and mentor. Build an open feedback environment where team members feel comfortable sharing ideas and concerns. Personal Attributes- Strong verbal and written skills for clear interactions with team members, collaborators, and end-users. Understands concerns, identifies technical issues quickly, and provides logical, data-driven resolutions. Anticipates challenges, handles workloads optimally, and ensures service quality. Supports team growth, work-life balance, and a positive work environment to prevent burnout. Demonstrates critical problem-solving, develops accountability, and encourages career development. Qualifications/Experience 5+ years on a Service Desk lead/coordinator role Expertise in ticket logging tools (e.g, ServiceNow, Jira). Strong fix knowledge in Windows, macOS, networking, cloud services (Microsoft 365, Azure, VPN, etc.). Experience in automation, self-service, and AI-powered support services (preferred). Strong expertise in IT Service Management (ITSM), Incident management, and SLA tracking and problem management. Nice To Have Skills and Experience: Experience with ServiceNow In depth knowledge of ITSM processes ITIL V3 or V4 foundation qualification We offer an exciting and interesting work in a global and diverse team. Arms growth trajectory will ensure career progression and the opportunity to have a significant impact on our success. Accommodations at Arm At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process. Equal Opportunities at Arm Hybrid Working at Arm #LI-LK2 Accommodations at Arm At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com . To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process. Equal Opportunities at Arm
