Service Desk Incident Manager Category Location Aberdeen Proving Grounds, Md
Black Bear Technology Solutions
Aberdeen Proving Grounds, MD, USA
On-site
Itil best practices
Servicenow utilization
It support operations
Oversees the processing and resolution of service requests and IT incidents utilizing ITIL best practices and ServiceNow
Job Summary
Oversees the processing and resolution of service requests and IT incidents utilizing ITIL best practices and ServiceNow.
Ensures timely problem recognition, research, isolation, resolution, and follow-up steps, resolving routine issues independently and escalating complex ones.
Tracks and reports service metrics to improve response and delivery times and continuously enhances the service desk operation with a focus on user experience.
Matching Summary
Oversees the processing and resolution of service requests and IT incidents utilizing ITIL best practices and ServiceNow.
Skills & Requirements
Must-have
ITIL best practices
ServiceNow utilization
IT support operations
user experience focus
Nice-to-have
continuous improvement
team guidance
seamless IT operations
Key Requirements
Minimum 5 years IT support experience
Bachelor's degree or HS Diploma + 2 years experience