IT Service Desk

Position description: We are looking for an experienced Assistant Manager IT Service Desk & Application Support (L2) to lead and manage day-to-day IT service desk and application support operations. The role will be responsible for L2 support, incident and request management, SAP/PLM/custom business application support, team coordination, SLA management, escalation handling, vendor coordination, problem management, and continuous improvement. The candidate will act as a key bridge between business users, the Service Desk, Infrastructure teams, SAP/PLM application teams, vendors, and support teams to ensure timely resolution of business-critical IT issues.

Primary Responsibilities:

1. Service Desk & L2 Support:
   -Manage and provide L2 technical and application support for users across business functions.
   -Act as the escalation point for incidents that cannot be resolved by L1 Service Desk Engineers.
   -Troubleshoot complex issues related to: SAP applications and business processes, PLM/Product Lifecycle Management applications, Custom/in-house business applications, Windows systems, user profiles and access, Network, connectivity and basic infrastructure-related issues, G-Suite and productivity applications, Analyze incidents, identify root causes and provide appropriate resolutions or workarounds, Ensure business-critical incidents are handled with appropriate priority and urgency.

2. SAP / PLM / Business Application Support
   -Coordinate application support for SAP, PLM and other business-critical applications.
   -Work closely with functional teams to understand application-related issues and business impact.
   -Coordinate with SAP/PLM application owners, developers, L3 teams and external vendors for complex issues.
   -Support application testing, UAT, upgrades, patches and deployment activities.
   -Monitor recurring application issues and recommend permanent corrective actions.
   -Maintain application support documentation, troubleshooting guides and knowledge articles.

3. ITSM & Ticket Management
   -Ensure all incidents, service requests and problems are properly logged and tracked through the organization's ITSM/ticketing platform.
   -Monitor ticket queues, priorities, ageing and SLA status.
   -Ensure proper categorization, prioritization and assignment of tickets.
   -Review escalated tickets and ensure appropriate ownership until closure.
   -Ensure complete and accurate ticket documentation.
   -Drive reduction in ticket backlog and ageing incidents.
   -Ensure proper closure validation and user communication.

4. Team Management & Coordination
   -Lead and coordinate the Service Desk/L1 and L2 support team.
   -Allocate tickets and responsibilities based on priority, skill and workload.
   -Monitor individual and team performance against defined KPIs.
   -Conduct regular team reviews and provide technical and operational guidance.
   -Identify skill gaps and recommend training and development plans.
   -Ensure adequate support coverage during business hours and critical support periods.
   -Promote knowledge sharing and standard troubleshooting practices within the team.

5. SLA & Service Performance Management
   -Define, monitor and improve Service Level Agreement (SLA) performance.

6. Incident, Problem & Major Incident Management

7. Vendor & L3 Coordination

8. Knowledge Management & Process Improvement

9. User & Business Engagement

10. Reporting & Management Reviews