Arl IT

**Key Responsibilities**:

- **Service Desk Management**:

- Oversee the central management of the Service Desk, ensuring locally implemented support at each ARL Directorate and supported organization.
- Develop and maintain strong relationships with directorate users, becoming a trusted advisor and enhancing user satisfaction.
- Encourage and implement innovative approaches to manning the Service Desk and servicing customers to maximize responsiveness and efficiency.
- **Process Validation and Improvement**:

- Collaborate with ARL stakeholders to validate business processes associated with request categories in ServiceNow.
- Assign and adhere to service level agreement (SLA) timeframes for each request category, incorporating these into operations and reporting.
- Continuously evaluate and recommend process improvements for IT services in line with ITIL standards.
- **Tiered Support Coordination**:

- Maintain self-service capabilities (Tier 0) and provide first-line call center support (Tier 1).
- Coordinate second-line escalation (Tier 2) and expert remediation support (Tier 3).
- **Training and Knowledge Management**:

- Develop and manage IT-related training for government personnel and supporting contractors.
- Maintain a Frequently Asked Questions (FAQ) or Knowledgebase capability on a Government-provided platform.
- **ServiceNow Platform Management**:

- Utilize and manage the current service desk software (ServiceNow), which is the single point of contact for incidents and requests.
- Coordinate with technical teams for platform upgrades, security patching, and integration with other technologies.