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IT Service Management Lead

2 months ago

Dallas Texas, United States BuzzClan LLC Full time

IT Service Management Lead

**Job Summary**

We are seeking an experienced IT Service Management Lead to join our team at BuzzClan LLC. As a key member of our IT department, you will be responsible for administering and configuring ITSM platforms, maintaining and updating ITSM tools, and collaborating with service desk and IT teams to ensure accurate incident, problem, change, and asset management processes.

**Key Responsibilities**

* Administer and configure ITSM platforms (ServiceNow, Jira, BMC Remedy, etc.) to support IT service management processes.
* Maintain and update ITSM tools with the latest patches, modules, and features.
* Customize workflows, forms, and fields to meet organizational needs and business requirements.
* Collaborate with service desk and IT teams to ensure accurate incident, problem, change, and asset management processes.
* Monitor and report on ITSM KPIs and SLAs (Service Level Agreements) to ensure compliance with service delivery standards.
* Identify opportunities for automation and process improvement within IT services.
* Work closely with stakeholders to gather requirements, develop workflows, and implement ITIL-based solutions.
* Train users and staff on ITSM tool usage and best practices.
* Provide technical support for the ITSM platform, troubleshooting issues and coordinating with vendors when necessary.
* Ensure data integrity and consistency across all ITSM modules and reports.
* Assist with incident resolution and problem management by ensuring ITSM platform functionality supports root cause analysis and corrective actions.
* Maintain accurate records of system changes, configurations, and documentation.
* Respond to help desk tickets, emails, and calls from end users regarding IT issues.
* Act as an escalation point for IT Support.
* Document issues, resolutions, and interactions in the ticketing system.
* Provide excellent customer service and follow up to ensure user satisfaction.
* Maintain a knowledge base of technical procedures and solutions for future use.
* Support software applications including Microsoft Office Suite, email clients, and other company-specific applications.
* Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets.
* Support the various applications used by staff.

**Requirements**

* Bachelor's degree in Computer Science, Information Technology, or related field.
* 5+ years of experience in IT service management, ITIL, or related field.
* Strong knowledge of ITSM platforms, tools, and technologies.
* Excellent communication, problem-solving, and analytical skills.
* Ability to work in a fast-paced environment and prioritize multiple tasks.
* Strong customer service and technical support skills.

**What We Offer**

* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.

**How to Apply**

If you are a motivated and experienced IT professional looking for a new challenge, please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you