IT Project Manager-Service Management Lead

Company : Msm Technology

Job Type : Full Time

Atlanta, United States

Job Description - IT Project Manager-Service Management Lead

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 experience managing IT Support Services with scope and complexity.
Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.
Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.
Familiarity with Federal IT security requirements.
Bachelor’s degree in a relevant field or equivalent experience
ITIL v3 Expert or ITIL v4 Managing Professional certification
Certified TBM Executive (CTBME)

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IT Project Manager-Service Management Lead

Job Description - IT Project Manager-Service Management Lead

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