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Service Desk Manager
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- Leverage the ITSM system (ServiceNow) to optimize incident, problem, and change management processes to maintain and support the operation and configuration.
- Create and maintain standard operating procedures (SOPs) for end users and end-user support.
- Possess IT/technical background and experience as an administrator on IT service desk software – help desk certification preferred, but not required.
- Experience in Tier 0 self-service capability, Tier 1 and 2 request/incident/problem management support for the Service Desk, and Tier 3 support for elevated technical issues.
- Manage the following: Provide full configuration, support, and maintenance of ServiceNow, which integrates with the existing USITC Active Directory for requests and SCCM for asset management.
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