Program Manager- IT Service Desk Controller

  • location: Boston, MA
  • type: Contract
  • salary: $65 - $75 per hour
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job description

Program Manager- IT Service Desk Controller

job summary:
Project Manager- IT Service Desk Controller

The IT Service Desk Controller is responsible for maximizing the utilization of our internal and outsourced IT support service teams. This individual will project manage key team initiatives as well as assist in directing IT troubleshooting and incident business day support to resolve potential problems quickly in an established manner.

Responsibilities:

  • Oversee the project management of all IT services (e.g. Personal Computing, Mobile communications, conferencing services) and assigned department projects.
  • Oversee management of staff rotation and on call schedules to ensure service support continuity.
  • Ensure and oversee all service tickets in appropriate ticket queues.
  • Improve a service desk ticketing system that will accurately capture all incidents reported and work performed.
  • Track and analyze trends in reported incidents and generate statistical reports.
  • Provide leadership of Service Desk projects, including but not limited to automation and various line-of-business IT server related projects.
  • Build and maintain global catalogue of IT services.
  • Establish Service Level Objectives in consultation with Business Management, IT Management and end users to meet problem resolution expectations.
  • Ensure that all phases of support services are properly coordinated, monitored, logged, tracked and resolved appropriately.
  • Analyze performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Ensure incident levels and problem resolution times are continually being driven down via knowledge base documentation, education/training, and/or process enhancements.
  • Establish and maintain IT onboarding documentation and service processes.
  • Oversee development and dissemination of help sheets, user guides and FAQ lists via the companies Intranet site.
  • Establish and maintain effective working support relationships within all global department and positions.
  • Meet with business and IT leaders to continuously improve the user experience through the service desk.
  • Act as liaison with third-party support and equipment vendors.
Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • 5+ years of IT project management experience.
  • 5+ years of hands on involvement in Help Desk / Support for a multi-location environment.
  • 3+ years of management experience.
  • ITIL V4 knowledge a plus.
  • Ability to interact with both non-technical users and highly technical users (Good customer service skill).
  • Flexible, detail-oriented, with excellent analytical, and communication skills.
  • Strong work ethic and ability to self-manage tasks.
  • Experience working in a team approach with internal and off-shore support contractors.
Technical Requirements

  • Experience in helpdesk operations, IT best practices, industry trends and customer service.
  • Excellent written and oral communication skills.
  • Excellent customer service orientation.
  • Effective interpersonal skills and relationship-building skills.
  • Proven analytical and problem solving abilities.
  • Proven track record of developing and providing service level agreements and support deliverables.
  • Good organizational skills and keen attention to detail.
  • Experience with Service Now. (Incident, ticketing system, automation, etc.)
 
location: Boston, Massachusetts
job type: Contract
salary: $65 - 75 per hour
work hours: 9am to 5pm
education: Bachelors
 
responsibilities:
Responsibilities:

  • Oversee the project management of all IT services (e.g. Personal Computing, Mobile communications, conferencing services) and assigned department projects.
  • Oversee management of staff rotation and on call schedules to ensure service support continuity.
  • Ensure and oversee all service tickets in appropriate ticket queues.
  • Improve a service desk ticketing system that will accurately capture all incidents reported and work performed.
  • Track and analyze trends in reported incidents and generate statistical reports.
  • Provide leadership of Service Desk projects, including but not limited to automation and various line-of-business IT server related projects.
  • Build and maintain global catalogue of IT services.
  • Establish Service Level Objectives in consultation with Business Management, IT Management and end users to meet problem resolution expectations.
  • Ensure that all phases of support services are properly coordinated, monitored, logged, tracked and resolved appropriately.
  • Analyze performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Ensure incident levels and problem resolution times are continually being driven down via knowledge base documentation, education/training, and/or process enhancements.
  • Establish and maintain IT onboarding documentation and service processes.
  • Oversee development and dissemination of help sheets, user guides and FAQ lists via the companies Intranet site.
  • Establish and maintain effective working support relationships within all global department and positions.
  • Meet with business and IT leaders to continuously improve the user experience through the service desk.
  • Act as liaison with third-party support and equipment vendors.
 
qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • 5+ years of IT project management experience.
  • 5+ years of hands on involvement in Help Desk / Support for a multi-location environment.
  • 3+ years of management experience.
  • ITIL V4 knowledge a plus.
  • Ability to interact with both non-technical users and highly technical users (Good customer service skill).
  • Flexible, detail-oriented, with excellent analytical, and communication skills.
  • Strong work ethic and ability to self-manage tasks.
  • Experience working in a team approach with internal and off-shore support contractors.
 
skills:
  • Experience in helpdesk operations, IT best practices, industry trends and customer service.
  • Excellent written and oral communication skills.
  • Excellent customer service orientation.
  • Effective interpersonal skills and relationship-building skills.
  • Proven analytical and problem solving abilities.
  • Proven track record of developing and providing service level agreements and support deliverables.
  • Good organizational skills and keen attention to detail.
  • Experience with Service Now. (Incident, ticketing system, automation, etc.)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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