IT Support Director

IT Support Director

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What you will do

• Lead the adoption and performance of the ServiceNow ticketing system, analyzing key metrics, adjusting processes, and ensuring the solution fully meets the needs of both teams and users.
• Define and monitor strategic KPIs (resolution times, user satisfaction, recurring tickets, first‑contact resolution rate) and implement continuous improvement plans.
• Act as a mentor and escalation point for critical incidents and cross‑functional issues, working closely with IT architecture and engineering teams.
• Promote continuous improvement and process harmonisation, contributing to the evolution of internal practices and the maturity of support services.
• Maintain strong partnerships with IT vendors and partners, ensuring service quality and compliance with contractual commitme...