Service Desk And Documents And Records Controller Team Lead

Responsibilities: ?Compliance Service Desk Operations

Serve as the main point of contact for all compliance-related requests and queries submitted through the service desk.?
Coordinate with internal teams to ensure timely and appropriate resolution of requests related to audits, documentation, risk registers, and control evidence.

Track service desk metrics including ticket volume, turnaround times, and issue types; escalate concerns as necessary.

Document all resolutions and maintain service desk logs for compliance and audit reference.

Document & Records Management

Oversee the lifecycle of documents within the IMS: creation, review, approval, versioning, archiving, and disposal.

Assign document numbers and codes and maintain a master list of controlled documents, forms, and stakeholder records.

Ensure all documentation is current, accessible, and aligned with the requirements of ISO and other compliance frameworks.

Collaborate with process owners to update or revise policies, procedures, and forms.

Implement secure control procedures over inactive and obsolete records.

Audit and Compliance Support

Assist in the preparation of documentation and logs for internal and external audits (ISO 27001, ISO 22301, PCI DSS, etc.).

Provide audit support by retrieving requested documents and maintaining evidence trails for implemented controls.

Help ensure that records management aligns with compliance and certification requirements.

Continuous Improvement

Identify gaps or inefficiencies in document control processes and propose improvement solutions.

Contribute to process reviews and retrospectives related to documentation workflows and service desk operations.

Stay informed about industry trends in document control and service desk management.

RequirementsQualification Requirements: Education:
Bachelor's Degree in Industrial Engineering, Computer Engineering, or related fields such as Information Technology or Business Administration.
Experience:
Minimum of 3 years of relevant experience in either of the following:

A Service Desk or Document Control role supporting compliance programs in a BPO or service-oriented company aligned with ISO 27001, ISO 22301, PCI DSS, or ISO 9001 standards.  A consultancy role involved in ISO standards or compliance frameworks (e.g., ISO 27001, ISO 22301, PCI DSS, ISO 9001), with responsibilities that include documentation and compliance support.
Knowledge & Technical Expertise:

Familiarity with Integrated Management Systems (IMS) and documentation structures under ISO and PCI DSS.

Proficient in Microsoft Office, SharePoint, Adobe Acrobat, and other document management tools.

Knowledge of document lifecycle requirements in support of audit and certification efforts.
Skills:

Highly organized with excellent attention to detail.
Strong verbal and written communication skills.
Ability to manage multiple priorities and meet deadlines.
Capable of working independently and collaboratively across departments.

Certifications

Certifications such as ISO Lead Auditor, ISO 9001/27001/22301 Lead Implementer, or PCI DSS Implementer are strong advantages but not required.