Remote ITSM Lead — Service Desk & Process Expert

GovCIO; Columbia (SC); On-site; USD 94,000 - 116,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Service Desk Lead / ITSM Process Lead to join our Development Finance Corporation team. This is a fully remote role in the United States, and you will own the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge.

You will chair ITSM governance reviews and the Major Incident Bridge for P1 events, and drive CMDB accuracy, knowledge accuracy KPIs, and ticket documentation quality.

Qualifications

• Bachelor’s degree with 8+ years of Service Desk lead experience.
• Must be able to obtain Public Trust clearance.

Responsibilities

• Owns the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge.
• Chairs ITSM governance reviews and the Major Incident Bridge for P1 events affecting multiple towers.
• Drives CMDB accuracy and KPI targets for knowledge and ticket documentation quality.

Skills

Service Desk leadership

ITSM

ITIL

ServiceNow

Education

Bachelor’s degree

Tools

ServiceNow

ITIL

Job description

GovCIO is hiring a Service Desk Lead / ITSM Process Lead to join our Development Finance Corporation team. This is a fully remote role in the United States, and you will own the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge.

You will chair ITSM governance reviews and the Major Incident Bridge for P1 events, and drive CMDB accuracy, knowledge accuracy KPIs, and ticket documentation quality.