Salam Zayed
Service Desk Manager @Volaris Group
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WORK HISTORY
Service Desk Manager @Volaris Group
Mississauga, ON, CA
EDUCATION
Al-Balqa Applied University (BAU)
Bachelor degree in Computer Engineering
Al-Manhal Int'l School
High
SKILLS
ABOUT SALAM ZAYED
Results-driven Service Desk & ITSM professional with 16+ years of global experience leading enterprise IT support operations, driving AI adoption, automation, and ITIL-aligned service delivery. Proven record in managing 24/7 Level 1 & 2 teams, implementing AI-powered incident triage, self-service portals, and predictive analytics to improve SLAs and enhance user experience. Skilled in integrating cloud-native tools, modern workplace solutions, and security frameworks into IT support ecosystems to deliver measurable business outcomes. Areas of expertise include: ITILv3 Expert & SDI - Service Desk Manager Certification Contracts, SLA, and Budget Management Incident, Change, and Problem Management IT Service Delivery Management Could Integration & AI-driven Service Desk Automation & Chatbots Team Building - Recruitment, Training & Development Vendor & Relationship Management IT Governance, Policies, Risk & Audit compliance CMDB, EUC, and Asset Management Design/Implement ICT Service Catalogue Data-Driven Decision Making & KPI Dashboarding
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