Jira ITSM Help Desk II
ITC WORLDWIDEAbuja, Federal Capital Territory, Nigeria
Posted January 5, 2026
Full Time
About the Company
ITC Worldwide is a Microsoft‑centric consultancy that delivers end‑to‑end business application solutions and support across the Microsoft technology stack, including ERP, CRM, data & analytics, and Modern Work. With a proven track record since 1994, the firm combines Microsoft‑certified technical and functional expertise with a Sure‑step methodology to provide product delivery, product management, and tiered SLA support—on‑demand, on‑site, and near‑shore. ITC Worldwide specializes in Dynamics 365 migration, administration, and 24/7 technical support, while also offering comprehensive Microsoft 365 business assistance and direct support services. Their global presence in the U.S., Nigeria, India, the U.K., and the U.A.E. enables localized delivery and rapid response to clients worldwide.
Job Description
ITC Worldiwde's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets.
Requirements
- Coordinate administrative and technical workloads for the help desk team
- Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support
- Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues
- Perform incident management, strategize efficient workflow, and ensure adequate staffing levels
- Serve as the liaison between team members, client management, and company management
- Develop processes and documentation for help desk procedures
- Evaluate user satisfaction and service delivery processes to identify areas of improvement
- Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues
- Prepare reports on help desk metrics and present them to management