Position: ITSM Program Manager

Duration: 6 Months

Location: Minnesota (Remote)

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.
• Work 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.