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Accounting Service Desk Manager
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- Nights and Weekend initial calls will be routed through internal IT Help Desk for secondary referral to rotational weekend duty operational manager.
- Position is a Virtual – Home Based position in any domestic US time zone but will be managing staff and operations of a 5x12 Service group.
- Identifies, gathers and analyzes relevant Service Now, SLA and other operational (application and process driven) metrics to benchmark the Help Desk performance.
- Ensures proper distribution and escalation of incidents and requests to appropriate individuals, and Tier 2 resolver groups supporting Legal Billing functional areas.
- Develop a new knowledge management process and associated resource leveraging ServiceNow with secondary training materials.
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