Service Desk Manager
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POST DATE 8/9/2016
END DATE 12/19/2016
JOB DESCRIPTIONWe are looking for SERVICE DESK MANAGER for our client in JACKSONVILLE, FL
JOB TITLE: SERVICE DESK MANAGER
JOB LOCATION: JACKSONVILLE, FL
JOB TYPE: CONTRACT - 12 MONTHS / CONTRACT TO HIRE / DIRECT HIRE
"US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time."
* Accountable for the operational execution of all ITIL processes associated with the Service Desk Drive the analysis of trends from multiple data sources to drive future service level improvements and identify and implement shift left opportunities.
* Own service improvement initiatives and remediating actions.
* Ensure that service delivery performance against SLAs is analyzed and the data used to benchmark future SLAs Drive creation of Service Maturity scales for service measurement and assessment purpose Ensure that continuity plans for associated services are maintained Proactively set and manage expectations in the business about service quality, SLA's and CSAT's in order to drive customer satisfaction levels. Manages the customer experience strategy across the Service Desk function.
* Leads service enhancement projects involving changes to existing functionality. Performs project management, including resource and time estimates.
* Handles significant incident leadership