ilem Group

Manager

• Define and maintain the Service Desk strategy and roadmap.
• Manage external vendors and ensure adherence to SLAs and KPIs.
• Act as the escalation point for major incidents.
• Ensure reporting and monitor performance.
• Optimize processes, costs, and end-user satisfaction.
• Coordinate the evolution of tools (ticketing, knowledge base, automation).
• Actively participate in ITIL processes (incident, problem, request).

Service Desk Manager

DevOps Engineer

• Design and implement application observability for cloud-native services
• Integrate observability into CI/CD pipelines
• Analyze code-level performance and recommend improvements
• Work with DevOps teams to industrialize best practices

Service Desk Manager

Developer – DevOps, Observability, CI/CD, K8s