Security Project Manager

Posted: 1 year ago

The IT Service Management lead is responsible for IT service processes and tools from both an implementation and strategic operations perspective, with a focus on service management, service reporting, and quality control. This position will also oversee the operations of our IT, as well as the ITSM aspects of ITIL processes within IT.
Qualifications

  • Bachelor's Degree in Business Administration or Computer Science, (8-10 years +) work experience
  • 8+ years experience with help desk supervision/management
  • 5+ years experience with IT project work with a demonstrable track record
  • BMC Remedy or similar ticketing/ITSM tool experience Strong analytical and problem solving skills
  • Impeccable verbal and written communication skills
  • Self-starter, with the ability to manage own time effectively and work autonomously
  • Strong organization skills
  • Ability to work under a process-centric ITIL Framework
  • Ability to work after hours as necessary for general maintenance and on-call support
  • Maintain certifications and technical knowledge base through continuing education and study
  • Experience working under a process-centric ITIL Framework with formal Production Change Management, Service Management, and Incident Management controls in place
  • Basic hardware and software troubleshooting skills
  • ITIL V3 Foundations or Higher certification preferred
Responsibilities
  • Responsible for IT service reporting (e.g., productivity metrics, KPIs, SLAs) and quality control (e.g., compliance reporting, management escalation, process auditing, etc.)
  • Working with a peer IT Support Desk lead, assist with managing IT service operations (e.g., support desk communications, escalations, VIP support, documenting policies and procedures, etc.)
  • Lead the ITSM aspects of ITIL processes including service transition, change management, outages/incident management, problem management, service catalog, etc.
  • Lead ITSM-centric projects including ITSM tool selection and implementation, service catalog implementation, etc.
  • Service Level Agreement (SLA) improvements and reporting tool implementation for all of IT
  • Document standards, policies, and procedures

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