IT Support Operations Specialist

24 hours ago

Lahore, Punjab, Pakistan beBeeTicket Full time
Job Summary:

The Ticket Resolution Manager plays a pivotal role in overseeing the efficient flow, prioritization, and timely resolution of support tickets across all technical support channels.

This position ensures that issues are categorized, assigned, escalated, and resolved according to defined IT Service Management processes.

Key Responsibilities:

  • Monitor and manage the daily queue of incoming IT support tickets to ensure service level agreements and response time targets are met.
  • Track aging tickets and proactively drive follow-ups, escalations, or reassignments as needed.
  • Collaborate with technical teams and management to resolve high-priority or aging incidents.
  • Perform daily, weekly, and monthly ticket audits to ensure quality, consistency, and process compliance.
  • Communicate trends or recurring issues to leadership to aid in root cause analysis and problem management.
  • Generate reports on ticket volumes, response times, resolution rates, and other key metrics.

Coordination with other support teams, technical resources, and stakeholders is crucial to ensure timely resolution of tickets and maintain customer satisfaction. Effective communication and coordination skills are essential for this role.

Requirements

Qualifications:

  • 5+ years of experience in a service desk, IT support, or IT operations environment.
  • Strong familiarity with IT Service Management tools.
  • Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.
  • Knowledge of IT infrastructure, software, and hardware.
  • Ability to analyze data, identify trends, and recommend process improvements.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Experience in workload management, reporting, and service level agreement governance.
  • Excellent communication, coordination, and conflict-resolution skills.
  • Analytical mindset with attention to detail and a sense of urgency.

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