Hybrid Service Desk Lead - ITIL & SLA Champion

KERV Interactive is seeking a Service Desk Operational Lead to manage the lifecycle, quality, and performance of all service desk tickets. This role ensures incidents and requests are handled efficiently while delivering an exceptional customer experience.

You will own ticket management, monitor SLAs, and drive process improvements, ensuring adherence to Kerv's customer-first principles. Candidates should have proven service desk experience and ideally have experience with ITIL practices and ServiceNow.