Jira ITSM Help Desk II (Remote - US)

This position is posted by Jobgether on behalf of ITC Worldwide, LTD.. We are currently looking for a Jira ITSM Help Desk II in United States. This role is designed for an experienced IT support professional who thrives in dynamic, fast-paced environments. As a Jira ITSM Help Desk II, you will oversee help desk operations, manage incoming tickets, and ensure seamless IT service delivery. You will serve as the primary liaison between technical teams and end-users, coordinating workflows, developing solutions, and optimizing technology resources. The position requires leadership, strategic thinking, and hands-on technical expertise, with the ability to analyze processes and metrics to continuously improve service quality. This role offers high visibility, cross-functional collaboration, and a significant impact on organizational efficiency. Accountabilities As a Jira ITSM Help Desk II, you will: • Coordinate administrative and technical workloads for the help desk team, including training, quality assurance, and feedback on customer satisfaction. • Manage incident tickets and escalations, ensuring timely resolution and follow-up. • Develop and maintain help desk procedures, documentation, and workflows. • Serve as the liaison between technical staff, clients, and management. • Evaluate user satisfaction and service delivery processes, recommending improvements. • Collaborate with IT and help desk teams to implement innovative solutions to support challenges. • Prepare reports on help desk metrics and present findings to inform business decisions. Requirements The ideal candidate will have: • Proven experience leading technical IT support teams. • Proficiency with Jira Service Management Cloud and related ITSM tools. • Strong knowledge of IT hardware, software troubleshooting, and end-user systems. • Familiarity with help desk reporting standards and metrics analysis. • Excellent communication, problem-solving, and time management skills. • Relevant Microsoft Certifications (e.g., AZ-800, AZ-801, AZ-500, SC-200, SC-400, AZ-700). • Jira Administration for Cloud Certification (ACP-120). • PMP (PMI) and ITIL v4 certification required. • Ability to delegate tasks effectively and adapt to changing priorities. • Willingness to travel up to 40% as required. Benefits This role offers: • Competitive salary aligned with experience and certifications. • Comprehensive healthcare, dental, and vision plans. • Professional development and certification support. • Collaborative, inclusive, and innovative work environment. • Opportunities to impact IT operations and technology strategies across the organization. • Flexible work arrangements to support work-life balance. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. It compares your profile to the job’s core requirements and past success factors to determine your match score. Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! Apply tot his job