ServiceNow Helpdesk Manager

About UVS Infotech: 

UVS Infotech is Laurel, Maryland based, IT System Integrator with expertise in Emerging Technologies: 

Artificial Intelligence, Machine Learning, Robotic Process Automation, Blockchain, Identity & Access Management, Identity Proofing 

ServiceNow Helpdesk Manager  

Position Description:  

• Responsible for all contact center system, application, and infrastructure functionality.  
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. 
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary. 
• Oversight of overall health of tickets in platform with audit reports to hold agents and managers accountable for aging tickets etc. 
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. 
• Establish and implement ITIL standards. 
• Promote continuous improvement of Tier 1 support. 
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. 
• Ensure Escalation and resolution of software issues to the responsible IT team. 
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance 
• Report back to the core mgmt. team any key updates, decisions needed, issues/risks, etc. 
• Compare current business practices with emerging technology and recommend relevant process enhancements and products that anticipate or complement corporate direction 
• ServiceNow subject matter expert, and ability to implement modules and other third-party integrations and applications used within the environment to ServiceNow 
• Meet with key customers to understand tool adoption, usage and defines recommended action plans 
• Participate in program strategy to help evaluate new ideas and demands against platform suitability and priority 
• Find opportunities to build lasting value and improved business user efficiency 
• Ability to influence all key technical decisions, providing options with pros, cons, and risks, throughout the program delivery process. 

Preferred Skills:  

• 2+ years of hands-on experience in utilizing ITIL compliant service desk tools, including ServiceNow. 
• Practical knowledge and experience in the creation and maintenance of technical knowledgebase documentation and tools. 
• Familiarity with ITIL best practices. ITIL Foundations Certification preferred. 

Education and Experience:  

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight years equivalent work experience 
• Strong technical project management and/or leadership skills 
• ServiceNow System Administration Certification and ITIL Certification is preferred 
• Ability to communicate sophisticated topics to an audience of variable technical skill sets and experience interacting with clients at multiple levels 
• Understanding of key technologies integration solutions including: SSO, SAML, SSL, Web Services, LDAP, ODBC, SFTP, Azure AD etc.Windows 10, Bit locker 
• Experienced configuring and improving all aspects of ServiceNow such as workflow, user interface (UI), client scripts, business rules, and more, utilizing out-of-the-box functionality as much as possible and only customizing when vital 
• Experienced managing a service desk