· Take overall responsibility for incident management and request fulfillment on the Service Desk
· Performs staff scheduling to ensure Service Desk coverage during normal business hours
· Solve complex, non-routine problems and determine innovative solutions through cost/benefit Analysis
· Act as escalation point for all requests and incidents
· Train, coach and mentor Service Desk Specialists including career development.
· Knowledge in Information Security concepts aligning to ISO 27001 standards
· Must have Certifications: MCSE/CCNA/ITIL