Job Description
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 experience managing IT Support Services with scope and complexity. Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce. Familiarity with Federal IT security requirements. Bachelor’s degree in a relevant field or equivalent experience ITIL v3 Expert or ITIL v4 Managing Professional certification Certified TBM Executive (CTBME)