Service Desk Lead

Description:

Develop and execute activities related to end-to-end project management, including project plans and estimates, scoping and requirements through implementation and deployment. Proactively monitor, manage and report on execution of deliverables. Excellent knowledge of ITIL process and thorough understanding of ITSM tools and process.

Essential Duties and Responsibilities

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Provide inspired leadership for the organization.

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Make important policy, planning, and strategy decisions.

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Develop, implement and review operational policies and procedures.

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Assist HR with recruiting when necessary.

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Help promote a company culture that encourages top performance and high morale.

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Oversee budgeting, reporting, planning, and auditing.

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Work with senior stakeholders.

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Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.

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Work with the board of directors to determine values and mission, and plan for short and long-term goals.

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Identify and address problems and opportunities for the company.

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Build alliances and partnerships with other organizations.

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Support worker communication with the management team

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Service support governance, Reporting and client interfacing experience

Skills and Abilities

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Experience in management, operations, and leadership.

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Understanding of general finance and budgeting, including profit and loss, balance sheet and cash-flow management.

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Ability to build consensus and relationships among managers, partners, and employees.

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Excellent communication skills.

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Solid understanding of financial management.

Education / Expertise

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Bachelor’s degree in operations management or related field.

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10+ years of IT work experience including 5-years of experience managing a team in a 24hr/7day operations in large multi-platform environment.

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ITIL V3/V3 certified.

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Preferred to have Agile, 6 sigma certification