Requirements
-
7 years or more of experience leading IT service delivery, Service Desk, Desktop Support, or end-user technology operations.
-
Proficiency in ITSM practices, incident management, request fulfillment, escalation management, and service operations.
-
Experience with Service Desk and Desktop Support metrics, SLA performance, backlog management, dashboards, and continual improvement.
-
Experience with ITSM platforms, Remedyforce replacement initiatives, self-service, knowledge management, and workflow automation.
-
Experience in staff leadership, vendor management, endpoint support, operational reporting, and public-sector or regulated environments.
-
Excellent verbal and written communication skills.
Responsibilities
-
Direct daily Service Desk, Desktop Support, incident, request, endpoint, and customer-facing technology support operations.
-
Manage staffing, schedules, workloads, queue ownership, service coverage, vendor activities, and operational performance.
-
Improve ITSM workflows for intake, triage, escalation, resolution, documentation, self-service, and service continuity.
-
Monitor SLAs, backlog, aging, resolution trends, customer feedback, capacity, service risks, and vendor performance.
-
Implement approved process, automation, knowledge, reporting, and customer-experience improvements with measurable outcomes.
-
Lead ITSM replacement kickoff activities and deliver service baselines, dashboards, procedures, and operational transition materials.
Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.
