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Key Skills: IT service Delivery, L2/L3 Support Leadership Roles and Responsibilities: Ensure IT service delivery meets agreed service levels for incident and request handlingOwn L3 escalations and coordinate resolution for complex end-user issuesDrive effective triage, prioritization, and resolution workflows for service desk ticketsLead and support L2/L3 support activities to improve first-time resolution and reduce repeat issuesMaintain accurate ticket documentation and ensure timely communication to stakeholdersSkills Required: 7 - 9 years of experience in IT service desk / IT support operations IT service delivery ownership and service desk operations experienceExperience handling L3 escalations and complex end-user support casesStrong understanding of service desk ticket lifecycle and service performance expectationsAbility to coordinate cross-team resolution and ensure closure within SLA targetsExperience leading L2/L3 support workflows and escalationsGood to Have: L2/L3 support leadership experienceEducation: Bachelor's Degree in related field .