Service Desk Manager  

Duties and Responsibilities:

• Acts as overall process owner accountable for the quality of the IT incident management process and oversees the management and compliance with the procedures, policies, standards, and technologies associated with the process.
• Establishes IT incident management process to ensure proper detection, documentation, prioritization, categorization, and management of incidents to support timely service restoration of issues.
• Establishes regular incident reporting processes (via reports / dashboards) to ensure accurate and timely access to incident data.
• Ensures IT incident management process compliance to overall PDS IT, Risk Compliance & Internal Audit Standards.
• Interfaces and leads process discussions on all IT Incident Management-related activities in compliance to the PDS Risk & Compliance Teams and Internal Auditor reviews.
• Ensures continual process improvement aligned to business needs and industry trends and recommends initiatives to further enhance the IT incident management process.
• Ensures that all the resolution procedures are updated in the knowledge database.

Education

• Bachelor’s degree in Computer Science, Engineering or Management

Experience

• Minimum of 5 years of experience working in IT Service Management or IT Operations.

What we require:.

• Trained and experienced in using ITSM tools (ServiceNow/BMC Remedy)
• Knowledge and experience in creating reports and dashboards is a plus.
• Insurance or financial services industry experience preferred but not required
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Root Cause Analysis Reporting
• Strong background in various aspects of Networking, Applications Development, Server Infrastructure and System Administration.