IT Request Fulfillment Lead - REMOTE
About The Position
The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience. This role manages the end-to-end lifecycle of request fulfillment, including logging, prioritizing, assigning, and resolving requests, while ensuring compliance with established service level agreements (SLAs). The Request Fulfillment Lead works closely with stakeholders to understand their needs, proactively identify opportunities for process improvement, and implement solutions that streamline workflows and reduce response times. Additionally, this role ensures that all team members are equipped with the necessary tools, training, and resources to deliver high-quality support, while fostering a culture of accountability and continuous improvement. The Request Fulfillment Lead also collaborates with other IT teams, such as the Service Desk and Business Relationship Management, to ensure seamless integration of services and alignment with broader organizational goals. By maintaining detailed records, generating performance reports, and analyzing trends, the Request Fulfillment Lead provides valuable insights to improve service delivery and optimize resource allocation, ultimately driving operational efficiency and customer satisfaction.
Requirements
- Minimum 4 years' experience with the role/responsibilities listed above
- Ability to obtain a Public Trust
Nice To Haves
- Knowledge of ITIL principles and best practices.
- Familiarity with performance metrics and operational KPIs in IT environments.
- Bachelor's degree
Responsibilities
- Oversee the request fulfillment process for hardware, software, and IT assistance requests.
- Manage the end-to-end lifecycle of requests, ensuring compliance with SLAs and organizational standards.
- Lead and mentor team members, providing training and resources to support high-quality service delivery.
- Collaborate with IT teams and stakeholders to improve workflows and enhance customer experience.
- Identify and implement process improvements to reduce response times and increase efficiency.
- Maintain detailed records and generate performance reports to monitor trends and optimize resource allocation.
- Foster a culture of accountability, collaboration, and continuous improvement within the team.
- Customer Service and problem-solving skills
- Familiarity with ITSM request fulfillment processes
- Expertise in managing hardware, software, and assistance requests
- Strong organizational and prioritization skills
Benefits
- company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
