Service Desk Operations Manager
4 days ago
Job Summary:
Kikiktagruk Inupiat Corporation is seeking a highly skilled Service Desk Manager to oversee the day-to-day operations of the Service Desk, ensuring the delivery of high-quality support services to end-users. This role involves defining requirements and policies, recommending improvements based on industry best practices, and managing the Service Desk's operational and technical aspects.
Key Responsibilities:
- Define Service Desk requirements and policies for all services within scope of Service Desk
- Recommend Service Desk requirements based on industry best practices
- Develop, update, document, and maintain a Standards and Procedures Manual for all Service Desk functions
- Work with operational and technical staff, and the United States Mint, to identify solutions that minimize the need to call the Contractor Service Desk
- Provide recommendations of functional and technical requirements for new Service Desk projects
- Determine transitional plan and issues regarding facilities, layout, and integration with other non-consolidated Service Desks
- Communicate with appropriate personnel to ensure a smooth promotion of approved software into production
- Install, configure, and maintain ServiceNow and ServiceNow packages
- Perform trend analysis and provide monthly Tips to the customers
- Troubleshoot and resolve basic to complex issues and deliver troubleshooting steps and recommendations to Tier 2 or/and Tier 3 support team
- Provide support for special projects managed by a 3rd party vendor by coordinating activities for ARB/CAB, validating user acceptance tests, issuing end user communications, and documentation of the new system
Requirements:
- Bachelor's degree in Infor Systems or IT related field
- 15 years of relevant experience
- PMP, Agile & ITIL 4+ Foundation Certification prior to onboarding
- Technical, Project and Operations Management of service desk operations and Asset Management experience
- Experience managing a team responsible for addressing tickets in ServiceNow preferred
Benefits:
Kikiktagruk Inupiat Corporation offers a comprehensive benefits package to eligible full-time employees including: Medical, Dental, and Vision Insurance, 401k with Match, Life and ADD Coverage, Short and Long Term Disability, Paid Time Off and Holidays, Education Assistance/Tuition Reimbursement, Employee Assistance Program, Employee Discount Program, and more
Equal Employment Opportunity:
Kikiktagruk Inupiat Corporation is an Equal Opportunity Employer. We consider all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status, gender identity, or any other legal protected status.
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