Position Details
About this role
This role involves managing the IT Service Desk operations, ensuring SLA compliance, and leading process improvements within an ITSM environment using ServiceNow and ITIL frameworks.
Key Responsibilities
- Manage Service Desk operations
- Ensure SLA compliance
- Lead process improvements
- Coordinate with vendors
- Oversee ITSM processes
Technical Overview
The position requires expertise in ITIL, ServiceNow ITSM, process management, SLA monitoring, and vendor coordination to optimize IT support services.
Ideal Candidate
The ideal candidate is a senior IT support manager with over 5 years of experience managing Service Desk operations, proficient in ITIL and ServiceNow ITSM, with strong leadership and process management skills to ensure SLA compliance.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Required
Preferred
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of Service Desk or ITSM experience, No ITIL certification, Less than 5 years management experience, Inability to handle process improvements
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile