Lead BMC Remedy/Helix Service Desk Professional

Alldus International Consulting Ltd; Washington (District of Columbia); On-site; USD 150,000 - 200,000; Full time

Job summary

An established industry player is looking for a Lead BMC Remedy/Helix Service Desk Analyst to enhance their IT service management. This exciting role involves leading a team, optimizing service desk operations, and driving continuous improvement. You'll be responsible for mentoring analysts, managing incident resolution, and administering the BMC platform. If you're passionate about IT service excellence and possess strong leadership skills, this is your chance to make a significant impact in a dynamic environment. Join a forward-thinking organization that values innovation and teamwork, and take your career to the next level!

Qualifications

• 3+ years of experience with BMC Helix/Remedy and service desk management.
• Preferred certifications include ITIL 4 and BMC Certified Professional.

Responsibilities

• Lead and mentor a team of service desk analysts for high performance.
• Manage BMC Remedy/Helix operations and ensure incident resolution.

Skills

BMC Helix/Remedy administration

Service desk management

Leadership skills

Communication skills

ITIL 4 Managing Professional

BMC Certified Professional

Tools

BMC Helix

BMC Remedy

AR System

Atrium CMDB

ITSM Suite

Smart IT

Job description

Position: Lead BMC Remedy/Helix Service Desk Analyst
Employment Type: 6-Month Contract with ongoing extensions
Contract Type: C2C
Location: Washington DC
Pay Rate: $70 – $75 per hour

Our client, a leading IT organization, is seeking an experienced Lead BMC Remedy/Helix Service Desk Analyst to join their team for a 6-month contract with ongoing extensions. This role offers an exciting opportunity to lead a team of service desk analysts, optimize BMC Remedy/Helix operations, and drive continuous improvement in IT service management.

Responsibilities

1. Lead and mentor a team of BMC Remedy/Helix Service Desk analysts, providing guidance and coaching to ensure high performance and professional growth.
2. Manage BMC Remedy/Helix Service Desk operations, ensuring resolution of incidents, requests, and problems within agreed SLAs and KPIs.
3. Administer the BMC Remedy/Helix platform, including configuration, customization, and integration with other IT systems.
4. Continuously improve service desk processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.
5. Implement quality assurance measures for incident records, resolutions, and documentation.
6. Prepare and present regular reports on service desk performance, including trends, issues, and improvement initiatives.
7. Collaborate with other IT teams and stakeholders to integrate service desk functions with broader IT service management processes.
8. Coordinate training sessions and workshops for service desk analysts to enhance technical skills and knowledge of BMC Remedy/Helix.

Skillset

1. Minimum of 3 years of hands-on experience with BMC Helix/Remedy administration and service desk management.
2. Preferred Certifications: ITIL 4 Managing Professional, BMC Certified Professional.
3. Leadership and team management skills.
4. Proficiency in BMC Helix/Remedy platform, including AR System, Atrium CMDB, ITSM Suite, and Smart IT.
5. Strong communication skills and ability to interact with various stakeholders.
6. Able to work onsite.