Utilizes project management best practices to lead teams in implementing IT Service Management system(s) and service desk improvements.
Collaborates with stakeholders to define business and system requirements.
Provides oversight to ensure that changes follow established change management procedures.
Maintains knowledge related to ITIL and Service Desk best practices, trends and technologies.
Develops, implements and manages Service Desk processes and procedures including but not limited to:
- Incident handling and escalations,
- Service Level Agreements (SLAs) to establish incident resolution expectations and time frames,
- Service Request workflows and approvals,
- Knowledge base development and maintenance.
Mentors staff in configuring and administering IT Service Management (ITSM) system, performs hands-on support as needed.
Responsible for Service Desk staffing (capacity planning) ensuring resources are in alignment with business objectives.
Performs human resource management including job definition, goal and expectation setting, coaching, training, communications, leave processing and performance appraisals.
Fosters a collaborative, success-oriented environment where resources are empowered and accountable.
Leads staff in the development of professional development plans to ensure currency of skills and knowledge.
Oversees the day-to-day activities of the College's Technical Service Desk; oversees incoming requests to ensure courteous, timely and effective resolution of customer issues
Benchmarks, analyzes, reports on, and makes recommendations for the improvement of services.
Analyzes performance of Service Desk activities and documented resolutions; identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems.
Tracks and analyzes trends in incidents and requests; generate statistical reports for management.
Monitors incident trends and anticipates potential issues for proactive resolution.
