Red Cup IT, Inc. aims to provide timely, high-quality IT support and consistently meet service levels. We blend people management, IT service management best practices ITIL-based and continuous improvement of support processes.
Lead the IT service desk function so incidents and service requests are logged, prioritized, and resolved within agreed SLAs while maintaining strong customer satisfaction.
Act as the main escalation and communication point between end users, the service desk team, and other IT/service owners.
Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs.