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Global Service Desk - Lead

Salary undisclosed

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We are seeking an experienced Global Service Desk Consultant to lead and optimize our IT operations. The ideal candidate will have a proven track record in managing service desks and offshore teams, working closely with ServiceNow teams, and driving organizational transformation.
Key Responsibilities:
  • Lead and manage the entire Service Desk, including offshore teams, ensuring seamless IT operations and service delivery.
  • Collaborate and coordinate closely with the ServiceNow team to align ITSM processes and implement solutions.
  • Design, implement, and audit IT service management processes in alignment with ITIL and industry best practices.
  • Drive cultural change management initiatives to support the adoption of new processes, tools, and methodologies.
  • Develop and deliver employee training programs and workshops on ITSM, process operations, and related topics.
  • Conduct risk and impact analyses to identify and mitigate potential service disruptions.
  • Work with cross-functional teams to map services and applications for effective configuration management.
  • Strong analytical, communication, and stakeholder management skills.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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