This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
The position involves managing a team of Technical Analysts, focusing on hiring, training, mentoring, and performance management. The role requires the development and implementation of service level agreements (SLAs) and key performance indicators (KPIs) for the IT support function. The individual will oversee ticket management processes, ensuring timely resolution of technical issues, and coordinate white glove support services for executive leadership. Additionally, the position entails establishing and maintaining IT service standards, processes, and documentation, as well as planning and managing IT support budgets and resource allocation. Continuous improvement initiatives for IT service delivery will be led by the individual, who will also collaborate with other IT teams to ensure seamless integration of services. Regular team meetings will be conducted to foster a culture of knowledge sharing, and the individual will generate reports on support metrics and service performance. The role includes managing the escalation process for IT tickets and assisting other IT teams with ticket routing and coordination of cross-functional support. The maintenance and accuracy of Configuration Management Database (CMDB) entries and ServiceNow forms will also be overseen, along with developing IT communications regarding outages and changes. The individual will lead incident management during major outages, coordinating communication to business stakeholders and organizing bridge calls with necessary technical teams to restore services.
