Elizabeth Lancaster

IDR is seeking a IT Service Management Lead to join one of our top clients for a remote opportunity. This role is ideal for candidates with extensive experience in IT service management and helpdesk operations, focusing on delivering exceptional IT services within a healthcare environment. The position offers the chance to lead ITSM frameworks and collaborate with managed service providers to optimize service delivery across the organization.

Position Overview for the IT Service Management Lead:

• Develop, implement, and maintain Ivy’s IT Service Management framework to ensure effective service delivery to over 6,000 employees.
• Oversee the day-to-day helpdesk function with the Managed Service Provider (MSP), ensuring timely ticket resolution and high customer satisfaction.
• Lead the continual improvement of ITSM processes aligned with ITIL best practices including Incident, Request, Problem, Change, Asset, and Knowledge Management.
• Manage ITSM governance activities such as change records, root cause analysis, and knowledge base maintenance.
• Communicate effectively with internal stakeholders and MSP to ensure seamless delivery, incident updates, and process improvements.

Requirements for the IT Service Management Lead:

• 8+ years of IT helpdesk experience and working with industry standard service desk software applications like ServiceNow, Zendesk, Jira, etc.
• 5+ years of experience in IT service management with a strong focus on ITSM processes.
• 2+ years of leadership experience in a helpdesk or technical support environment.
• Experience working with OR managing an MSP.
• Experience working for a healthcare provider is desired but not required.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.