Service Desk Knowledge Transfer Lead

Job Description:

Key Responsibilities:

• Lead and manage the knowledge transfer process during service transitions or onboarding/offboarding.
• Develop and maintain comprehensive knowledge transfer plans schedules and documentation.
• Collaborate with service desk teams project managers and technical SMEs to gather and document critical knowledge.
• Ensure all knowledge articles SOPs and runbooks are up-to-date and accessible.
• Conduct training sessions workshops and shadowing activities to facilitate effective knowledge sharing.
• Monitor and report on the progress and effectiveness of knowledge transfer activities.
• Identify knowledge gaps and implement strategies to address them.
• Ensure alignment with ITIL best practices and organizational knowledge management standards.

Required Skills and Qualifications:

Technical Skills:

• Strong understanding of IT Service Management (ITSM) frameworks especially ITIL.
• Experience with service desk operations and tools (e.g. ServiceNow BMC Remedy).
• Familiarity with knowledge management systems and documentation tools (e.g. Confluence SharePoint).
• Proficiency in Microsoft Office Suite (Word Excel PowerPoint).

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.
• Ability to lead cross-functional teams and manage stakeholders.
• Analytical mindset with attention to detail.
• Ability to work under pressure and meet tight deadlines.

Preferred Qualifications:

• ITIL Foundation certification (or higher).
• Experience in service transition or transformation projects.
• Prior experience in a lead or supervisory role within a service desk environment.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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