Service Management Lead

Description

• Responsible for overall performance and ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs with high customer satisfaction.
• Serves as the primary liaison to the customer.
• Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed.
• Leads continual improvement of processes and manages the lifecycle of services.
• Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools.
• Oversees knowledge management, training and education programs.
• Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard.
• Assigns a named technical representative for each service processes.
• Collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service area.
• Supervises the day-to-day operations of the help desk.
• Provides support to end users on a variety of IT issues.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Other duties as assigned.

Requirements

• 10+ years of relevant lead or manager experience, including working closely with end users and managing teams.
• Bachelor’s degree in a relevant field or equivalent experience.
• ITIL v3 Expert or ITIL v4 Managing Professional certification.
• PMP or similar cert preferred.