Skyward
Perfecting GovTech. Upgrading the public experience.
Cloud Infrastructure • CMMI • AWS • Quality Assurance • IT Architecture
51 - 200
ServiceNow Help Desk Manager
March 27
Skyward
Perfecting GovTech. Upgrading the public experience.
Cloud Infrastructure • CMMI • AWS • Quality Assurance • IT Architecture
51 - 200
Description
• Lead, develop and motivate a multi-tiered Help Desk that answers customer requests • Develop escalation paths and procedures • Create and maintain central source of information for recovery of outages • Coordinate Help Desk training and provide leadership in problem resolution • Evaluate and refine business process • Write and manage Service Level Agreements • Continually evaluate help desk performance • Follow escalation procedures and prepare Root Cause Analysis as needed
Requirements
• Bachelor’s degree in computer science, information technology, or related field • Strong technical proficiency in ServiceNow platform administration • 5+ years of experience managing a ServiceNow Help Desk or similar IT support function • Demonstrated leadership skills • Strong analytical and problem-solving abilities
Benefits
• Be part of a team supporting Centers for Medicare and Medicaid Services • Lead, develop and motivate a multi-tiered Help Desk • Create and maintain central source of information • Manage staff and provide leadership • Write and manage Service Level Agreements • Evaluate help desk performance • Follow standardized escalation procedures • Prepare and deliver communication to clients and users
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