Vacancy expired!
- Understand and utilize help desk software (ServiceNow) to manage and prioritize work activity.
- Develop and deploy IT Service Management (ITSM) principles and best practices, as supported by management.
- Provide input to the development of Policies and Procedures driving standards and monitoring adherence across the corporation.
- Deliver presentations and data-driven reports that show service status and trending.
- Promote and champion the benefits of incident, problem, change, configuration management and other ITSM core processes.
- Lead change approval board activities.
- Provide direct oversight of and guidance to helpdesk team.
- Maintain relationships with all other external stakeholders.
- Stays informed regarding the latest IT sector happenings and industry best practices.
- Bachelor or associate degree in information technology or related discipline from an accredited college, program, or university.
- At least 3 years of ITSM leadership experience with demonstrated responsibility.
- In lieu of a bachelor's degree, at least 5 years of ITSM leadership experience
- Experience supporting executive level customers.
- Project management experience a plus.
- Experience in the manufacturing, utility, or telecommunications industries.
- Experience in a regulated industry, critical infrastructure sector or DOD contractor.
- Relevant professional certification or accreditations (ITSM, ITIL, CMMC).
- Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups.
- Proficient in ITSM software (ServiceNow, other)
- Skilled in data analysis and reporting tools (PowerBI, etc)
- Team leadership responsibilities - provide timely and direct feedback to helpdesk team as needed.
- Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors.
- Basic understanding of standard helpdesk and EUX responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.)
Vacancy expired!