Overview
Remote
Depends on Experience
Contract - W2
Skills
Service Desk
ServiceNow
Strategic Leadership
Technical Support
User Experience
Collaboration
Decision-making
FOCUS
Leadership
Management
Operational Excellence
Analytical Skill
Job Details
Job Title: ServiceNow Service Desk Lead/Architect
Location: Remote
We are seeking an experienced and strategic leader to revamp and manage our ServiceNow-based IT Service Desk through the end of the year. This role will be instrumental in redefining and rebuilding the Service Desk function to better serve our organization.
Key Objectives:
- Reimagine and Rebuild: Redesign the Service Desk structure, processes, and procedures to align with best practices and business needs.
- Operational Excellence: Lead day-to-day operations, ensuring consistent monitoring, tracking, and performance measurement.
- User Experience Focus: Drive improvements in the end-user experience, increasing trust and satisfaction with IT support services.
- Strategic Leadership: Serve as a hands-on, analytical leader who can assess and improve every aspect of the Service Desk. Collaborate closely with senior IT and business leadership to implement lasting improvements.
Ideal Candidate Profile:
- Proven track record in managing and transforming Service Desk operations, particularly within a ServiceNow environment.
- Strong analytical and decision-making skills, with the ability to lead change and build credibility quickly.
- Effective communicator and collaborator with executive presence and a focus on delivering measurable results.
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