What success looks like in this role:

The Ticket Lifecycle Manager is responsible for overseeing the end-to-end lifecycle of service tickets, ensuring efficient handling, accurate reporting, and continuous improvement of Service Desk operations. This role combines strong analytical and reporting capabilities with hands-on operational knowledge of Tier 1 and Tier 2 support. The Ticket Lifecycle Manager partners with business and IT stakeholders to analyze ticket data, identify trends and root causes, ensure SLA compliance, and drive process optimization through insights, collaboration, and technical expertise. Oversees incident and request expedite and escalation handling, ensuring urgent or business-critical issues are prioritized, communicated effectively, and escalated through appropriate technical and management channels to drive timely resolution and customer satisfaction.

Key Responsibilities

Ticket Lifecycle, Escalation & Service Desk...