Information Technology Operations Specialist

Combined Job Description – Service Desk & Operations Roles

We are expanding our Service Desk and IT Operations organization and are hiring for multiple key positions. These roles are critical in delivering high-quality support, training, quality assurance, and knowledge management across our global technology environment.

Open Roles

1. Service Desk Team Leader
2. Technical Training Instructor
3. Quality Coach
4. Knowledge Analyst

Key Responsibilities (Combined Across Roles)

Service Desk Leadership & Support

• Lead and manage a Service Desk team to deliver exceptional technical support.
• Support L1/L2 agents on incidents, service requests, and daily operational escalations.
• Monitor ticket queues and ensure SLAs, KPIs, and customer experience standards are consistently achieved.
• Act as the escalation point for complex technical issues and ensure timely resolution.
• Conduct performance evaluations and facilitate continuous improvement.

Training & Enablement

• Deliver technical, product, system, and tools training for internal teams and external clients.
• Adapt training content to learner needs and support onboarding of new technologies and solutions.
• Provide structured feedback to drive skill enhancement and adoption of tools.
• Improve and update training materials, ensuring effectiveness and clarity.

Quality Assurance & Coaching

• Monitor Service Desk interactions and tickets to ensure compliance with quality standards.
• Coach agents to improve performance, communication, and customer handling.
• Prepare quality reports, analytics, WBR/MBR presentations, and performance insights.
• Participate in calibration sessions and contribute to quality improvement initiatives.
• Collaborate with Operations, Training, and Knowledge teams to drive quality outcomes.

Knowledge Management

• Create, maintain, and enhance knowledge articles and repositories.
• Ensure knowledgebase accuracy, usability, and alignment with operational needs.
• Promote knowledge sharing and adoption of KM tools across teams.
• Analyze content usage trends and recommend enhancements.

Key Qualifications (Combined Across Roles)

• Bachelor's degree in any discipline.
• 2–3+ years of relevant experience depending on the role.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong understanding of IT Service Desk processes and customer support environments.
• ITIL Foundation certification (mandatory for all roles; higher ITIL certification preferred for leadership roles).
• Experience in reporting, analytics, and visualization tools (Power BI, Excel) for Quality Coach roles.
• Experience using ServiceNow, Genesys, or similar ticketing/contact center tools.
• Strong documentation skills and attention to detail (especially for Knowledge Analyst and Trainer roles).
• Ability to work with global teams and drive operational excellence.

Preferred Skills

• Strong stakeholder management and collaboration abilities.
• Analytical mindset with experience in trend analysis and performance insights.
• Knowledge of speech & text analytics, sentiment analysis, or automation tools is an advantage.
• Proactive, self-driven, and capable of working independently in fast-paced environments.