ITSM Program Manager

Remote

Contract

The client is a local government organization, so public-sector, city/county local government are a big plus.

Responsibilities

Assist in managing the end point engineering team and functions.

Assist in managing the service desk team and functions.

Work with managers on team, team dynamics and effectiveness metrics.

Oversee and/or run projects to address "end of life" hardware replacements, Operating system patching, application installation upgrades, and like efforts.

Be cognizant and address any security risks or concerns that may impact the endpoint environment.

Be fluent in ITSM processes with a focus on incident, problem, asset and configuration management.

Perform a gap analysis on processes against best practices and recommend changes for improvement where needed.

Measure and trend key process indicators to support 1-, 3-, and 5-year roadmap.

Review and make current documentation, create artifacts for any missing documents.

Work with other information technology teams as applicable to meet the organization's needs.

Collaborate with existing vendors on Service Level agreements focusing on quality.

Evaluate new vendors for potential cost savings and/or efficiencies.

Work with the organization to stay abreast of all new technology that may benefit the council.

Works with the appropriate Subject Matter Expert) to creates, administers, and troubleshoots Active Directory Group Policies (GPO) for the purpose of addressing organizational needs and providing operational capabilities to users.

Collaborate with other Information technology team(s) to deliver the appropriate technology and support to our customers.