Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
The Head of Tech Service Management is responsible for overseeing and managing the technology services within the organization. This role involves leading a team of IT professionals to provide exceptional technical support and customer service to employees and stakeholders. The Head of Tech Service Management is responsible for ensuring the smooth operation of the IT practices, incident resolution, service request fulfillment, and continuous improvement of IT support processes.
Key Accountabilities / Deliverables :
Team Leadership and Management :
- Lead, manage, and mentor a team of IT support professionals, ensuring high performance, motivation, and professional development.
- Set clear goals, objectives, and performance expectations for the service desk team members.
- Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing.
IT Service Management Practices :
Oversee the service quality of all services, ensuring efficient and effective handling of support requests, incidents, and service requests.Develop and enforce service desk policies, procedures, and service level agreements (SLAs) to ensure timely and accurate support delivery.Monitor service desk performance metrics and KPIs, such as response time, resolution time, customer satisfaction, and ticket escalation rates.Identify areas for improvement and implement strategies to enhance the efficiency and effectiveness of service desk operations.Incident and Problem Management :
Coordinate and prioritize the resolution of IT incidents and problems, ensuring minimal disruption to business operations.Collaborate with other IT teams and stakeholders to investigate, diagnose, and resolve complex technical issues.Implement incident and problem management processes, including root cause analysis and preventive measures to minimize recurring incidents.Service Request Fulfillment :
Establish and maintain a process for handling service requests, ensuring timely delivery of requested services and solutions.Prioritize and assign service requests to appropriate team members based on skills, workload, and urgency.Monitor and report on service request fulfillment metrics, ensuring compliance with SLAs and customer expectations.Development of an effective Site Reliability Engineering (SRE) practice :
Creation and leadership of an SRE Community of Practice (CoE) to propagate SRE practices across the organization.Development of error budgets, automation frameworks, monitoring and QA frameworks to be utilized across all applications.Application service pod adoption for critical applications providing effective escalation and issue resolution.Continuous Improvement :
Regularly review and analyze service desk performance data to identify areas for improvement.Propose and implement process enhancements, automation, and self-service initiatives to improve service delivery and customer satisfaction.Stay updated with emerging technologies and industry best practices related to IT service management.Technical Knowledge and Understanding :
Strong technical knowledge across various IT domains, including desktop support, network troubleshooting, and software applications.Familiarity with IT service management frameworks, such as ITIL, and practical application of ITIL processes.Experience :
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).Proven experience in a leadership or managerial role within an IT service desk environment.Excellent leadership, team management, and interpersonal skills.Ability to effectively communicate technical concepts to non-technical individuals.Strong problem-solving and decision-making abilities.Experience in implementing process improvements and driving organizational change.ITIL certifications (e.g., ITIL Foundation, ITIL Practitioner) are a plus.Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa for this position.
At Core Specialty, you will receive a competitive salary and opportunities for professional development and advancement. We offer medical, dental, vision, and life insurances; short and long-term disability; a Company-match of 100% of a 6% contribution 401(k) plan; an Employee Assistance Plan; Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program.
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