Lead BMC Helix Service Desk Professional (ITIL 4 Managing Professional)

Job Description

Job Description

Salary : Job Description

A Lead BMC Helix Service Desk Professional is responsible for overseeing the implementation, configuration, and operation of BMC Helix Service Desk solutions within an organization. They lead a team of service desk administrators and analysts to ensure efficient incident management, problem resolution, and service request fulfillment. The Lead BMC Helix Service Desk Professional plays a key role in optimizing service delivery processes and enhancing user satisfaction through effective use of BMC Helix Service Desk capabilities.

Required Certification

ITIL 4 Managing Professional certification (required)

BMC Certified Professional certification (preferred)

Years of Experience

At least four (4) years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.

Minimum Education Experience

BSc / BA in IT, Computer Science, or relevant field.

Required Skills

BMC Helix Service Desk Expertise : In-depth knowledge and hands-on experience with BMC Helix Service Desk modules and functionalities.

IT Service Management : Strong understanding of IT service management principles and frameworks (e.g., ITIL).

Team Leadership : Experience leading and mentoring a team of service desk administrators and analysts.

Problem-Solving : Ability to analyze complex issues and provide effective solutions.

Customer Focus : Commitment to delivering high-quality service and improving user satisfaction.

Communication : Excellent verbal and written communication skills for effective collaboration and reporting.

Project Management : Ability to manage projects related to BMC Helix Service Desk implementation and enhancements.

Vendor Management : Experience in managing relationships with BMC or other IT service management tool vendors.

Functional Responsibilities

Lead the implementation and configuration of BMC Helix Service Desk solutions according to organizational requirements.

Supervise and support a team of service desk administrators and analysts, providing guidance and ensuring adherence to service management best practices.

Continuously review and optimize service delivery processes to improve efficiency and user experience.

Oversee incident management and problem resolution processes, ensuring timely and effective resolution of IT issues.

Manage service request fulfillment processes, ensuring service levels are met and customer expectations are exceeded.

Generate and analyze reports on service desk performance metrics, identifying trends and areas for improvement.

Conduct training sessions for service desk staff on BMC Helix Service Desk functionalities and best practices.

Drive continuous improvement initiatives to enhance service desk operations and capabilities.

Ensure compliance with IT policies, standards, and regulatory requirements related to service desk operations.

R3 Management Services is an equal opportunity employer and prohibits discrimination and harassment of any kind.

R3 is committed to the principle of equal employment opportunity for all employees and job applicants and to providing employees with a work environment free of discrimination and harassment.

Employment decisions at R3 are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.