Senior Helpdesk Lead – Incident & Service Excellence

Naseej

United States

Remote

USD 60,000 - 90,000

Full time

11 days ago

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Job summary

Naseej is seeking a Senior Helpdesk Officer to deliver technical and application support, handling complex incidents and escalations for our US-based users. The role includes knowledge management, service performance monitoring, and driving continuous improvement of support processes and customer experience.

You will supervise Helpdesk Agents, coordinate workloads, monitor SLAs, and identify incident trends to prevent issues.

Qualifications

Bachelor’s degree in IT, Computer Science, MIS, or a related field.
ITIL or Application Support certification is mandatory.
Minimum 5 years of experience in application support and incident management.
Hands-on experience in managing application issues throughout the incident lifecycle.
Experience with TMS, LMS, SIS, or Library Management Systems is preferred.

Responsibilities

Classify client support cases by category, priority, and impact to ensure accurate routing and timely handling.
Investigate, troubleshoot, and resolve complex application incidents and service requests within the assigned support scope, applying appropriate diagnostic techniques and available knowledge resources to restore service within agreed service levels.
Supervise the day-to-day activities of Helpdesk Agents, including workload coordination, case allocation, service-quality monitoring, and performance feedback, while providing technical guidance and knowledge sharing.
Monitor assigned cases against applicable service-level targets, identify potential SLA breaches, and proactively manage issues.
Identify opportunities to improve helpdesk processes, workflows, knowledge resources, and service quality based on incident trends and customer feedback, and recommend improvements to the Service Manager.
Verify client support entitlement and applicable service levels using approved contractual information, escalating exceptions as needed.
Analyze helpdesk performance data and provide insights to support service improvement.
Review support cases for completeness, accuracy, and compliance with procedures.