Job Description

Title: ITSM Lead

Location : Ft. Lauderdale, FL 4 days onsite

Notes

• This is a new role building out an ITSM practice.
• Will work as a lead and be an individual contributor, but expectation that it will grow into manager roles as the team grows
• Must have experience standing up a new ITSM platform or migrating to a new platform.
  • They currently use Zendesk (more ticketing)
  • This will require more change management a lot of competencies in change management modules, standing up an ITSM platform and building out a program.
  • Optimizing improving and enhancing serviceaid/freshworks/halo ITSM are the 3 they are potentially going to.
  • Needs them to know more than submitting tickets, must have experience helping stand it up and improve
• Would like to expand the program in terms of modules and this person will need to become the manager after and then incident/problem/knowledge/release
• Also does not want someone that has just been a manager for a decade, should have somewhat recent hands on experience
• Develop, implement, and oversee ITSM frameworks and strategies that align IT services with business objectives and IT goals
• Lead the adoption and continual improvement of ITIL frameworks, ensuring best practices are followed across the organization
• Define and monitor Key Performance Indicators (KPIs) to measure the effectiveness and efficiency of IT services
• 5+ years in IT service management, with a strong emphasis on ITIL practices and change management
• 3+ years of experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or equivalent platforms
• 2+ years in a leadership capacity

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