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Job Description
- Manage work queues in an enterprise level Service Desk tool
- Responsible for providing Reports on SLA compliance, Service Desk Metrics
- Ensure SLA compliance for IT Service Desk Team
- Internally within IT, establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners
- Externally outside of IT, establish and maintain strong working relationship with business unit Directors and managers.
- Create and maintain a Catalog of Services
- Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization
- Establish a Service Review process; planning, organizing and facilitating recurring meetings
- Work with Change Managers to understand the SLM requirements for proposed new services and changes
- Analyze, review and report performance results against the criteria established in SLAs and OLAs
- Conduct annual or more frequent assessment and reviews of the entire SLM process;
Job Requirements
- ITIL Foundation Certification and/or ITIL Practitioner Certification in one or more Service Management discipline, Six Sigma or other related disciplines.
- Minimum 5 years’ experience managing an Enterprise Service Desk.