Engineering Lead: IT Service Desk & ITSM Operations
Vylor, Inc.
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Benefits offered by this job
Job summary
Vylor, Inc. in Des Moines, IA is seeking an Engineering Lead for Service Desk & ITSM Operations to shape ITIL/ITSM practices across a global portfolio.
You’ll drive Incident, Change, Problem, and Knowledge management, lead Service Desk teams, and ensure 24/7 availability and security alignment. This role partners with Corteva IT to deliver reliable, secure service delivery, oversees ServiceNow platforms, CMDB, and continuous improvement initiatives, and develops talent in a fast-paced, matrixed
Qualifications
- 5+ years of ITIL/ITSM process management and Service Desk operations.
- Proven experience leading Service Desk operations and driving continuous improvement in core ITIL/ITSM processes.
- Strong knowledge of ServiceNow and ITIL/ITSM workflows.
- Familiarity with CMDB practices and related processes.
- Excellent problem-solving and communication skills.
Responsibilities
- Lead Service Desk operations and design/deploy ITIL/ITSM practices and governance.
- Serve as leadership escalation point for complex Service Desk issues and Major Incidents.
- Ensure 24/7 service availability with on-call support and business continuity.
- Enforce security policies and regulatory compliance across ITSM processes.
- Develop and maintain clear documentation of policies, processes, and standards.
Skills
Education
Tools
Job description
Vylor, Inc. in Des Moines, IA is seeking an Engineering Lead for Service Desk & ITSM Operations to shape ITIL/ITSM practices across a global portfolio.
You’ll drive Incident, Change, Problem, and Knowledge management, lead Service Desk teams, and ensure 24/7 availability and security alignment. This role partners with Corteva IT to deliver reliable, secure service delivery, oversees ServiceNow platforms, CMDB, and continuous improvement initiatives, and develops talent in a fast-paced, matrixed
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