Consultant Service Desk Manager


  • Advises on the efficiency and effectiveness of the Service Delivery functions including but not limited to Service Desk / Incident Management processes in support of business objectives
  • Develops analysis and decision-driving management information reports
  • Advises on the work of Service Delivery functions including but not limited to Service Desk / Incident Management support staff
  • Proposes structural improvements for the Service Desk / Incident Management processes and procedures
  • Elicits and enumerates business requirements for service functions and service delivery
  • Assesses current state capabilities
  • Develops strategic approach to development of an appropriate best practices-based operating model for delivering IT services in accordance with business requirements
  • Develops tactical plans for enabling proposed operating model
  • Assesses, advises and recommends, selection, design, development, configuration, appropriate use and adoption of Service Management tools including ServiceNow.
  • Oversees development of KPI’s and metrics including Service Level Objectives (SLO’s) and Service Level Agreements (SLA’s) for quantifying operating performance of service delivery functions
  • Oversees execution of tactical plan to ensure successful enablement of new processes, functions and capabilities
  • Ensures that client sponsors are kept informed of progress toward and that escalation procedures are invoked as necessary


Knowledge, Skills and Attitudes

  • Expert-level understanding of:
    • Service Strategy, Service Design, Service Operations
    • All IT infrastructure components and their relationships
    • Other ITSM operational and management processes
  • Able to make clear decisions and deal with stressful situations
  • Able to advise, manage and delegate
  • Able to propose and recommend novel approaches to senior level management and client leadership
  • Communication skills and appropriate messaging for various constituencies including C-level executives, IT Leadership, Management and line staff
  • Conceptual thinker
  • Proficient in the use of a range of problem solving techniques
  • Able to break down complex problems into manageable elements
  • Practitioner certificate in ITIL for Incident, Problem, and Service Desk
  • Project Management Professional (PMP)
  • 15+ years’ experience in IT Management
  • 8+ years’ experience in IT Service Management Consulting

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