Job Description:

QUALIFICATIONS & ATTRIBUTES:

·   3+ years implementing and administration of a ServiceNow environment and applications

·   3+ years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)

·   5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment

·   5+ years successfully leading a service/help desk work queue

·   5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)

·   5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.)

·   5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)

·   General knowledge of servers, network infrastructure and cloud solutions

·   Demonstrated ability to define and document standard operating procedures

·   Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.)

·   Current and/or past Information Technology industry certifications (Cisco, CompTIA, ITIL, etc.)

·   Strong analytical skills, change management and project management skills

·   Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote)

·   Strong ability to learn and champion new systems and processes

MAJOR AREAS OF RESPONSIBILITY:

·   Hire, coach, mentor, promote and performance manage direct reports

·   Manage incoming customer requests via multiple channels including e-mail, phone and walk-up

·   Technical escalation for resolution of complex technical issues

·   Establish and maintain effective professional relationships across the business and with external business partners

·   Order, receive and process invoicing for hardware, software and services

·   Identify, measure and report on key performance indicators that produce desired results

·   Define and report regularly on Service Desk Service Level Agreements and environment status

·   Communicate service impacting events to customers and stakeholders

·   Manage spend against the Service Desk budget/cost center

MANAGEMENT RESPONSIBILITY: 

·        This position will have 5-7 Individual Contributor direct reports