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ServiceNow Desk Manager/Service Desk Manager

Ccube

United States

Remote

USD 90,000 - 110,000

Full time

2 days ago

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Job summary

Ccube is seeking a ServiceNow Desk Manager/Architect for a remote position, tasked with leading and rebuilding their Service Desk function. The successful candidate will enhance the end-user experience and drive continuous improvement in IT service delivery with a focus on accountability and stakeholder relationships. Candidates should possess extensive service desk management experience and certifications in ITILv4 and PMP.

Qualifications

12-15+ years in IT Service Delivery or IT Operations Management.
Hands-on experience with developing ITSM workflows in ServiceNow.
Experience managing a nationwide service desk operation.

Responsibilities

Oversee daily operations of the Service Desk for nationwide users.
Implement ITILv4-based service delivery frameworks.
Manage performance metrics, SLAs, and KPIs to improve service.

Skills

Leadership

Communication

Stakeholder Management

Customer-focused service

Education

Bachelor's Degree in a related field

Tools

ServiceNow

ITILv4 Foundation

PMP

Automation tools for ITSM

ServiceNow Desk Manager/Service Desk Manager

Hi Connections

Hope you are doing well!

We are looking for a"ServiceNow Desk Manager /Architect for Remote Opportunity.

Below is the JD for review

ServiceNow Desk Manager/Architect

Remote

6+ Months

Looking for ***GC & USC*** Candidate Only

Job Description:-We’re seeking a candidate to lead and rebuild the ServiceNow Service Desk function through the end of the yearwith the following objectives:

Re-vision, re-build, and operate the Service Desk, including refining its processes, procedures, monitoring, and tracking
Enhance end-user employee experience and increase trust in the IT Service Desk
A seasoned leader and professional with Service Desk management experience who can analyze at every level to rebuild the function and make key decisions while collaborating with leadership

Key Responsibilities:

Oversee the day-to-day operations of the Service Desk, ensuring timely and effective support for nationwide users
Implement and manage ITILv4-based service delivery frameworks, ensuring continuous improvement and efficiency
Oversee the maintenance and enhancement of ServiceNow workflows for incident, problem, change, and asset management
Track and maintain performance metrics, SLAs, and KPIs to measure and improve service delivery
Act as the primary point of contact for the customer, ensuring service expectations are met or exceeded
Mitigate Plans of Action and Milestones (POA&Ms) as required while providing status management to leadership
Build and maintain strong relationships with internal and external stakeholders, including IT teams, vendors, and executive leadership
Provide regular reporting and service reviews to customers and senior management
Ensure seamless support for Google Workspace, troubleshooting and resolving user issues
Manage IT inventory and asset lifecycle, including procurement, tracking, and disposal
Lead problem management efforts to minimize service disruptions
Identify and implement automation and process improvements to enhance service efficiency
Lead IT service improvement initiatives and transition projects using PMBOK processes
Manage change control processes to ensure configurations are properly documented and auditable while minimizing potential business impact
Collaborate with teams to develop and implement new tools, systems, and service enhancements

Required Skills/Qualifications:

Bachelor's Degree in a related field
Minimum 12-15+ years of experience in IT Service Delivery or IT Operations Management
Certifications required: ITILv4 Foundation (or higher), PMP
Hands-on experience with ServiceNow to develop and enhance ITSM workflows
Proven experience managing a nationwide service desk operation
Strong leadership, communication, and stakeholder management skills
Ability to work in a fast-paced, customer-focused environment with high service expectations
Experience in a government environment

Desired Skills:

Familiarity with automation tools for ITSM
Additional certifications in Agile, Six Sigma, or cloud technologies

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Internet Publishing

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