Service Desk Team Lead

7 days ago


Frederick, Maryland, United States Diverse Lynx Full time
Job Description

Diverse Lynx LLC is seeking an experienced IT Service Delivery Manager to join our team. In this role, you will be responsible for managing the delivery of IT services, ensuring high levels of customer satisfaction and service quality.

About the Role: As an IT Service Delivery Manager, you will be responsible for managing the process to restore normal service operation as quickly as possible in a 24/7 environment. You will effectively manage the lifecycle of all incidents and restore IT services for users or customers as quickly as possible when an interruption takes place.

Key Responsibilities:

  1. Manage the process to restore normal service operation as quickly as possible in a 24/7 environment.
  2. Effectively manage the lifecycle of all incidents and restore IT services for users or customers as quickly as possible when an interruption takes place.
  3. Takes full ownership and accountability for business functional issues within the IT organization and ensures smooth follow-ups with vendors and seeks timely resolution and provides to end-users.
  4. Effective triaging/communication with external vendors and manages operational relationships with vendors.
  5. Ensures the closure of all resolved and end-user confirmed incident records.


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