Service Management Lead

Ivy Rehab•White Plains, NY

40d•$110,000•Remote

About The Position

The IT Service Management Lead is responsible for developing, implementing, and maintaining Ivy’s IT Service management framework to ensure effective and efficient service delivery to all our 6000+ teammates. This position includes responsibility for the day-to-day helpdesk function with our MSP (Managed Service provider), ensuring that submitted tickets are efficiently and accurately managed, prioritized, supported and completed, all the while focusing on ensuring that exceptional customer service is provided to our end users. This position will manage all Tier 2/3 level help desk requests, providing guidance and support for both Ivy and MSP team members.

Requirements

8+ years of IT helpdesk experience and working with industry standard service desk software applications like ServiceNow, Zendesk, Jira, etc.
5+ years of experience in IT service management with a strong focus on ITSM processes.
2+ years of leadership experience in a helpdesk or technical support environment.
Strong understanding of ITIL framework and best practices.
Excellent communication and interpersonal skills across all functions, levels, and technical abilities.
Proven ability to lead and motivate a team to achieve performance targets.
Basic Project Management skills like organizing, structuring, and reporting on tasks and deliverables are required; must be able to manage multiple tasks/priorities concurrently.
Experience working with an MSP to drive automation to streamline various helpdesk tasks, including ticket routing, escalation, alerts & notifications, scripted responses, communications, feedback requests, ticket ratings, customer service metric reporting, SLA monitoring, updates/backups, end-user self-help, third-party tool integrations, etc.
Experience with Microsoft Outlook, Excel, PowerPoint, Visio, and Word are required, as well as Smartsheet

Nice To Haves

Power BI is desired but not required.
Experience working for a healthcare provider is desired but not required.

Responsibilities

Oversee day-to-day Helpdesk operations delivered by the Managed Service Provider (MSP), ensuring tickets are acknowledged and resolved within contractual SLAs while maintaining a high level of customer satisfaction for Ivy end users.
Troubleshoot basic hardware and software issues, including Ivy-specific business applications, by collaborating with the MSP and escalating incidents to Ivy solution owners when appropriate.
Leverage data and performance metrics to identify opportunities for quality and process improvements—both within Ivy and with the MSP—to enhance end-to-end service delivery.
Serve as Ivy’s Subject Matter Expert (SME) for the MSP’s ticketing platform, including configuration, functionality, and reporting capabilities.
Lead the implementation, documentation, and continuous improvement of IT Service Management (ITSM) processes aligned with ITIL best practices, including: Incident Management, Request Management, Problem Management (root cause analysis and corrective action), Change Management (software and infrastructure changes to production), Asset Management (procurement and lifecycle tracking), and Knowledge Management (documentation and knowledge base maintenance).
Manage ITSM governance activities such as ensuring change records are complete, facilitating CAB meetings, maintaining an accurate and current knowledge base, and overseeing the creation and approval of root cause analysis (RCA) documentation.
Effectively communicate business impacting incidents utilizing a MIM communication process you establish. The goals of this process it to provide clear, timely, accurate, audience aware, structured and professional communication at agreed to intervals.
Develop and maintain a right-sized ITSM framework for Ivy, including process documentation, training materials, and compliance standards, while promoting adherence across teams.
Effectively govern the end user compute area provided by our MSP, which includes the patching of the devices to maintain HIPAA compliance.
Identify and communicate service management risks and performance issues to IT leadership, providing recommendations for mitigation or improvement.
Partner with cross-functional teams to ensure seamless delivery and integration of IT services across the organization.
Communicate effectively with both internal stakeholders and the MSP, providing clear updates on service delivery performance, incident resolution, and ongoing improvement initiatives.