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Jira ITSM Help Desk II (Remote - US) at Jobgether. 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.. 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.. Company Location: United States.