ITSM Program Manager

ITSM Program Manager

Location: Minneapolis, MN (Remote Work)

Job Description:

Client is looking for someone with 5 years experience in managing ITSM teams in a Government setting such as: Service desk
End-point
Process Owners.

Responsibilities:
Assist in managing the end point engineering team and functions.
Assist in managing the service desk team and functions.
Work with managers on team, team dynamics and effectiveness metrics.
Oversee and/or run projects to address "end of life" hardware replacements, Operating
system patching, application installation upgrades, and like efforts.
Be cognizant and address any security risks or concerns that may impact the endpoint
environment.
Be fluent in ITSM processes with a focus on incident, problem, asset and configuration
management.
Perform a gap analysis on processes against best practices and recommend changes
for improvement where needed.
Measure and trend key process indicators to support 1-, 3-, and 5-year roadmap.
Review and make current documentation, create artifacts for any missing documents.
Work with other information technology teams as applicable to meet the organization's
needs.
Work with existing vendors on Service Level agreements focusing on quality.
Evaluate new vendors for potential cost savings and/or efficiencies.
Work with the organization to stay abreast of all new technology that may benefit the
council.
Works with the appropriate Subject Matter Expert) to creates, administers, and
troubleshoots Active Directory Group Policies (GPO) for the purpose of
addressing organizational needs and providing operational capabilities to users.
Collaborate with other Information technology team(s) to deliver the appropriate
technology and support to our customers.

Required Skills:
ITIL Foundation certification
Proven experience in a similar role as an enterprise architect
Extensive background in designing and implementing large-scale enterprise architectures
Proven experience in broader areas of IT including Network, Security, Infrastructure, Application & Data
Understanding of business processes and the ability to align technology solutions.