Lead BMC Helix Service Desk Professional

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

• Project Management Professional (PMP)
• ITIL 4 Managing Professional certification
• BMC Certified Professional certification

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.

Job Type: Full-time

Pay: $65,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• BMC Helix IT Service Management Software: 4 years (Required)
• ITIL 4 Management: 4 years (Required)
• IT Systems: 4 years (Required)

License/Certification:

• ITIL4 Managing Professional Certification (Required)
• BMC Certified Professional certification (Preferred)

Ability to Commute:

• Washington, DC (Required)

Ability to Relocate:

• Washington, DC: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000 - $90,000