Overview
On Site
USD 51.46 - 59.59 per hour
Contract - W2
Contract - Independent
Skills
Help Desk
Customer Service
Management
Scalability
Recruiting
Collaboration
Roadmaps
Knowledge Management
Service Desk
Training
Service Operations
IT Service Management
Problem Management
Workflow
Process Improvement
Documentation
Communication
Facilitation
Public Sector
ServiceNow
ITIL
Active Directory
Service Desk Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for an experienced IT Service Management (ITSM) specialist to join our team. This role involves managing help desk operations, enhancing workflows, and driving the improvement of IT service processes. You will collaborate with various teams to ensure the seamless delivery of IT services and contribute to the development of a structured, automated support model.
Responsibilities:
Oversee the daily activities of a team of customer service specialists, ensuring effective management and coordination of their tasks.
Analyze current ticketing workflows and implement improvements to enhance efficiency and scalability.
Facilitate daily standup meetings with IT managers to align priorities and streamline ticket assignments.
Develop and enforce ITSM standards that align with organizational goals and staffing capabilities.
Create comprehensive documentation and best practices for consistent and reliable IT service delivery.
Collaborate with cross-functional teams to design a roadmap for incident, request, change, and knowledge management.
Identify opportunities for automation within ServiceNow and propose solutions to improve service operations.
Prepare transition plans for service desk team members, including training and role development strategies.
Recommend future-state models for catalog-driven and automated IT service operations.
Support strategic initiatives aimed at enhancing the overall IT service management framework.
Requirements
Minimum of 5 years of experience in IT Service Management roles, with a strong background in ITSM processes such as incident, request, change, and problem management.
Hands-on expertise with ServiceNow modules, including Service Catalog workflows, assignment rules, and automation features.
Proven ability to lead ticket triage operations and implement process improvements.
Strong skills in documentation, communication, and cross-team facilitation.
Familiarity with municipal or public sector IT environments is preferred.
ITIL v4 Foundation certification is required; additional intermediate or advanced ITIL certifications are preferred.
ServiceNow Certified System Administrator or ITIL Implementation Specialist certification is a plus.
Proficiency in Active Directory, Service Desk Management, and deskside support systems.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are looking for an experienced IT Service Management (ITSM) specialist to join our team. This role involves managing help desk operations, enhancing workflows, and driving the improvement of IT service processes. You will collaborate with various teams to ensure the seamless delivery of IT services and contribute to the development of a structured, automated support model.
Responsibilities:
Oversee the daily activities of a team of customer service specialists, ensuring effective management and coordination of their tasks.
Analyze current ticketing workflows and implement improvements to enhance efficiency and scalability.
Facilitate daily standup meetings with IT managers to align priorities and streamline ticket assignments.
Develop and enforce ITSM standards that align with organizational goals and staffing capabilities.
Create comprehensive documentation and best practices for consistent and reliable IT service delivery.
Collaborate with cross-functional teams to design a roadmap for incident, request, change, and knowledge management.
Identify opportunities for automation within ServiceNow and propose solutions to improve service operations.
Prepare transition plans for service desk team members, including training and role development strategies.
Recommend future-state models for catalog-driven and automated IT service operations.
Support strategic initiatives aimed at enhancing the overall IT service management framework.
Requirements
Minimum of 5 years of experience in IT Service Management roles, with a strong background in ITSM processes such as incident, request, change, and problem management.
Hands-on expertise with ServiceNow modules, including Service Catalog workflows, assignment rules, and automation features.
Proven ability to lead ticket triage operations and implement process improvements.
Strong skills in documentation, communication, and cross-team facilitation.
Familiarity with municipal or public sector IT environments is preferred.
ITIL v4 Foundation certification is required; additional intermediate or advanced ITIL certifications are preferred.
ServiceNow Certified System Administrator or ITIL Implementation Specialist certification is a plus.
Proficiency in Active Directory, Service Desk Management, and deskside support systems.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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.