Country Lead

1 week ago

Karachi, Sindh, Pakistan Daraz Full time 6,843,200 - 13,486,640 per year

Lead and manage IT Helpdesk operations to ensure timely resolution of incidents and service requests with high SLA compliance and user satisfaction

Oversee IT ticketing system governance, including CSAT, escalation handling, and continuous improvement of IT services

Develop, implement, and maintain IT SOPs, knowledge base, and operational best practices aligned with organizational compliance standards

Monitor IT service performance through dashboards and reporting, conduct RCA for recurring issues, and drive proactive improvements

Coordinate with cross-functional teams to ensure reliable service continuity across all business locations

Manage IT operations team performance through training, mentorship, workload planning, and clear accountability

Ensure strong compliance with security tool in day-to-day IT operations

Ensure accurate inventory tracking and asset custodianship across all locations through periodic audits and strict compliance to asset policies

Maintain asset management platform data integrity (Hardware, Software, Licensing), ensuring records are updated in real time

Coordinate with respective BUs for CAPEX/OPEX planning, warranty claims, AMC renewals, billing and disposal governance

Job Requirements
Bachelor's Degree in Information Technology, Computer Science, or related field; ITIL certification preferred

Minimum 5 years+ of experience in IT Operations with at least 2-3 years in a supervisory/management role

Strong expertise in Helpdesk operations, ticket lifecycle management, and SLA governance using ITSM systems (e.g., ServiceNow)

Hands-on experience with IT asset lifecycle management including inventory control, compliance audits, procurement coordination, and disposal processes

Good understanding of endpoint management, user support technologies, and standard workplace IT solutions (Windows, networks, etc.)

Proven ability to develop and enforce IT SOPs and best practices aligned with ITIL framework

Experience working with security teams to ensure compliance with access management and device protection tools (e.g., MDM/EDR)

Strong leadership, stakeholder management, and vendor coordination skills

Analytical and data-driven mindset with proficiency in reporting using dashboards and KPI tracking tools

Excellent communication skills with ability to work under pressure and manage multiple priorities across distributed locations

Willingness to work after office hours or during weekends if required (campaign, project, activity, etc.)

Willingness to travel occasionally to Daraz locations and support on-site operational requirements.

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