Jira ITSM Help Desk Lead
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
We are seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.
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
- Perform incident management and strategize efficient workflow
- Develop processes and documentation for help desk procedures
- Evaluate user satisfaction and service delivery processes
- Collaborate with Information Technology and Help Desk teams