What are the responsibilities and job description for the IT Project Manager-Service Management Lead position at MSM Technology?
Description
- 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
- 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)