This role requires a blend of technical expertise, service leadership, vendor coordination, and business acumen. You will manage incident and request handling processes, maintain SLAs, oversee service desks and knowledge bases, and ensure the seamless operation of IT services in a hybrid or fully remote environment.
Key Responsibilities:
Manage the end-to-end delivery of IT services, ensuring consistent quality, performance, and end-user satisfaction
Lead incident, problem, and change management processes in line with ITIL standards
Oversee the IT service desk, ensuring timely resolution of tickets and effective escalation procedures
Monitor SLAs, KPIs, and operational performance metrics to identify trends and drive service improvements
Develop and maintain IT service management documentation, including knowledge bases, SOPs, and workflows
Coordinate with internal IT teams and third-party vendors to ensure service continuity and infrastructure reliability
Act as the escalation point for critical service issues and lead major incident response efforts
Plan and implement service delivery improvements and automation initiatives to enhance efficiency
Conduct service reviews, root cause analysis, and post-incident reporting to ensure accountability and continuous improvement
Collaborate with cyber security, infrastructure, and business continuity teams to maintain secure and compliant IT operations
Required Qualifications:
Bachelors degree in Information Technology, Computer Science, Business, or related field
2 years of experience in IT service management, support operations, or infrastructure delivery
Proven experience managing IT service desks or operational support teams
Deep understanding of ITIL frameworks and service lifecycle management
Strong working knowledge of enterprise systems (e.g., Active Directory, O365, ServiceNow, Jira Service Management, SCCM)
Excellent leadership, organizational, and customer service skills
Experience working in remote or distributed team environments
Strong communication and stakeholder management capabilities
...with continuous learning opportunities and development for our teams. GENERAL PURPOSE: Accountable for all phases of district operations. Manages and controls the operation of an assigned district to ensure consistency with Company standards and expectations....
...Home Health Aide/Personal Care Aide Schedule: Full Time & Part Time Hours available -Westchester County Home Health Aide or Personal Care Aide Responsibilities: Assists with personal care activities Assists with household tasks Meets safety needs of clients...
...Job Title: Delivery Assurance Field Rep Location: Rocky Mount, NC Type: Part Time - Permanent (20 to 25 hours per week) Work Experience Roles & Responsibilities... ...by staying late or arriving early. Valid driver's license and personal vehicle are required...
...cleaning, PEPTM polymer extraction service, vacuum services, tank cleaning, degassing/vapor... ...services internationally. The Vacuum Operator/CDL Driver will perform a wide range of... ...manipulating equipment and materials and vacuum truck operations. Responsibilities: Drive...
...Speed Mixed Signal Circuit Design Engineer Join to apply for the Principal High Speed Mixed Signal Circuit Design Engineer role at NokiaPrincipal High Speed Mixed Signal Circuit Design Engineer 2 days ago Be among the first 25 applicantsJoin to apply for the Principal...