IT Service Desk Manager

4 weeks ago


Melville, United States Nuvem Full time
Job DescriptionJob DescriptionDescription:
  • In Office Role - 4 days, 1 day WFH
  • Coordinate internal resources and third parties/vendors for the flawless execution of tasks, related tickets and projects.
  • Manage IT Operations weekly ticket iterations utilizing Jira Service Management Software within Agile SCRUM methodology; manage backlog queue, escalation and priority.
  • Ensure that all elements are delivered on-time and within SLA timeframes.
  • Responsible to manage tickets and related projects from concept to delivery; identify gaps and ensure fluent end-to-end process.
  • Help define goals and deliverables that align with Company objectives.
  • Monitor, analyze and report on tickets progress, problems and solutions; create and present to stakeholders reports on statistics, volume, trends and progress.
  • Coordinate with internal customers to establish priorities.
  • Effectively communicate business priorities to the development team; handle post-delivery validation of business related tickets.
  • Support and direct team within various segments of the organization.
  • Establish and maintain relationships with internal customers and ensure communication on any major issues and resolutions.
  • Create and maintain comprehensive documentation; document training materials where needed.
  • Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.
  • Evaluate and assess result of ticket resolutions, share knowledge with IT OPS Team and build knowledge base.
  • Performs and participates in the analysis, design and implementation of business and systems processes and procedures following appropriate standards.
  • Evaluate, assess and analyze the data necessary to provide solutions to the clients particular business/technical needs.
  • Work closely and in collaboration with teams in remote locations to support clients needs.
  • Attend conferences and training as required to maintain proficiency
  • Perform other related duties as assigned.

EEO

Requirements:
  • Minimum of 2 years of Service Management role
  • Knowledge of JIRA & ServiceNow and MS SharePoint preferred
  • Knowledge of Scrum/Agile preferred
  • Healthcare experience preferred

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