Bachelor's degree or an equivalent combination of relevant education and professional experience.
Minimum of 5 years of supervisory, service delivery, operations, or support-management experience.
Minimum of 3 years of enterprise application, end-user, Help Desk, or technical support experience.
Experience managing multi-channel user support, incident management, service request management, escalation, SLA monitoring, and customer communications.
Experience coordinating support across technical teams, business users, external vendors, and customers in a complex enterprise environment.
Experience managing vendor dependencies, third-party integrations, operational escalations, and data-exchange/interface support.
Experience with enterprise ticketing/ITSM, collaboration, documentation, and reporting platforms.
Experience developing operational procedures, training materials, user documentation, knowledge articles, job aids, and performance reporting.
Knowledge of identity and access management, information security, audit readiness, documentation controls, and enterprise support processes.
Ability to analyze operational trends and recurring service issues, coordinate corrective actions, and improve service delivery.
