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Service Management Lead at MSM Technology, LLC
Seattle, Washington, United States -
Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Service Management, ITIL, Customer Satisfaction, Process Improvement, Technical Support, Problem Resolution, Knowledge Management, Training, ISO 20000, Team Management, Collaboration, Help Desk Operations, Escalation Procedures, Documentation, End User Support, Service Lifecycle Management

Industry

IT Services and IT Consulting

Description
Description Responsible for overall performance and ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs with high customer satisfaction. Serves as the primary liaison to the customer. Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed. Leads continual improvement of processes and manages the lifecycle of services. Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools. Oversees knowledge management, training and education programs. Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard. Assigns a named technical representative for each service processes. Collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service area. Supervises the day-to-day operations of the help desk. Provides support to end users on a variety of IT issues. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Other duties as assigned. Requirements 10+ years of relevant lead or manager experience, including working closely with end users and managing teams. Bachelor’s degree in a relevant field or equivalent experience. ITIL v3 Expert or ITIL v4 Managing Professional certification. PMP or similar cert preferred.
Responsibilities
The Service Management Lead is responsible for overall performance, ensuring the team meets contractual requirements and SLAs while maintaining high customer satisfaction. They oversee IT support service processes, lead continual improvement efforts, and manage day-to-day operations of the help desk.