ITSM Lead

Fort Lauderdale, FL - USA

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Title: ITSM Lead

Location: Ft. Lauderdale FL 4 days onsite

Notes

This is a new role building out an ITSM practice.
Will work as a lead and be an individual contributor but expectation that it will grow into manager roles as the team grows
Must have experience standing up a new ITSM platform or migrating to a new platform.
- They currently use Zendesk (more ticketing)
- This will require more change management a lot of competencies in change management modules standing up an ITSM platform and building out a program.
- Optimizing improving and enhancing serviceaid/freshworks/halo ITSM are the 3 they are potentially going to.
- Needs them to know more than submitting tickets must have experience helping stand it up and improve
Would like to expand the program in terms of modules and this person will need to become the manager after and then incident/problem/knowledge/release
Also does not want someone that has just been a manager for a decade should have somewhat recent hands on experience
Develop implement and oversee ITSM frameworks and strategies that align IT services with business objectives and IT goals
Lead the adoption and continual improvement of ITIL frameworks ensuring best practices are followed across the organization
Define and monitor Key Performance Indicators (KPIs) to measure the effectiveness and efficiency of IT services
5 years in IT service management with a strong emphasis on ITIL practices and change management
3 years of experience with ITSM tools such as ServiceNow BMC Remedy Jira or equivalent platforms
2 years in a leadership capacity

Title: ITSM Lead Location: Ft. Lauderdale FL 4 days onsite Notes This is a new role building out an ITSM practice. Will work as a lead and be an individual contributor but expectation that it will grow into manager roles as the team grows Must have experience standing up a new ITSM platform or migr...