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IT Service Manager ITSM / ITIL

Company Name:
IDC Technologies
IT Service Manager (ITSM/ITIL) 3 Positions
Secaucus, NJ ONE year (High possibility of extension)
Skills & Responsibilities
Build, manage new IT Service desk, incident management and application support procedures for a new Cloud based platform.
Will report to Product Manager for the Cloud based platform but will also have responsibilities to work with offshore Quality and Service Desk Head for practice.
Experience building IT Service desk team, including hiring of new people as well as setting up ITSM, problem management, SLAs and resolution management
5+ years of experience in managing a multi-layered team consisting of service desk analysts, team leaders and network operations center functions.
Experience in incident management including training, coordinating, containment, corrective action management and escalation
Experience at writing incident reports. Reporting on SLAs. Hands on experience setting up ITSM such as Remedy Force, JIRA or equivalent.
Excellent communication skills with strong phone manner. Bachelor degree in computer science or engineering
Strong customer focus dealing with both internal and external customers and a dedicated focus on improving service delivery across the organization.
Experience writing Maintenance contracts. Be part of user testing rounds. Writing and modifying help documentation.
Preferred
ITIL Certification in ITSM. Industry Experience in Insurance and Finance related Software.
Server management, monitoring and SLA software. Self-starter willing to work in a fast paced agile environment.

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