Jira ITSM Help Desk Lead

Job Summary
We are seeking an experienced Jira ITSM Help Desk Lead to oversee our IT service management (ITSM) operations using Jira Service Management. The ideal candidate will lead a team of help desk professionals, ensuring efficient ticket resolution, process optimization, and continuous improvement of IT support functions. This role involves configuring and maintaining Jira ITSM, analyzing service trends, and collaborating with stakeholders to enhance user experience and service delivery.

Key Responsibilities
Help Desk Leadership & Operations
Lead the IT help desk team, ensuring prompt and effective resolution of support requests.
Oversee ticket management, ensuring SLAs (Service Level Agreements) and KPIs are met.
Monitor system performance, ticket trends, and user feedback to improve support processes.
Develop and implement ITSM best practices to enhance service efficiency and quality.
Jira ITSM Administration & Optimization
Administer, configure, and maintain Jira Service Management (JSM) to optimize workflows.
Automate ticket handling and escalation processes to improve team efficiency.
Customize service request types, workflows, and approval processes.
Ensure Jira ITSM aligns with ITIL (Information Technology Infrastructure Library) principles.
Stakeholder Collaboration & Training
Work closely with IT teams, business units, and end-users to improve ITSM processes.
Provide training and guidance to help desk staff on Jira ITSM best practices.
Communicate updates and improvements to stakeholders and end-users.
Continuous Improvement & Reporting
Analyze ITSM metrics and generate reports on help desk performance.
Identify opportunities for automation and process enhancement.
Ensure compliance with IT security policies and data protection standards.
Qualifications & Skills
Required:
- Experience: 3+ years in IT service management, with at least 1 year leading a help desk team.
- Jira Expertise: Hands-on experience configuring and managing Jira Service Management (JSM).
- ITSM Knowledge: Strong understanding of ITIL principles and service desk best practices.
- Technical Skills: Familiarity with ticketing systems, automation, and reporting tools.
- Leadership & Communication: Ability to lead a team and interact with technical & non-technical stakeholders.

Preferred:
➕ ITIL Foundation Certification (or higher)
➕ Experience with Atlassian ecosystem (e.g., Confluence, Bitbucket, etc.)
➕ Knowledge of scripting & automation (e.g., Jira Automation, PowerShell, Python)