The IT Service Desk Team Lead/IT Service Manager will manage the delivery of services and provide critical incident management for the Department of Transportations IT services and applications. This position will lead the IT Service Desk team to ensure customer services are appropriately provided, including IT Service Desk daily activities incorporating the full-service lifecycle as it pertains to Incident, Service Request, Knowledge, Change, and Asset Management processes utilizing ITIL framework.
This role consists of resolving complex and everyday service requests related to PCs, servers, networks, hardware and software problems and malfunctions; interacting and consulting with customers and vendors to manage their satisfaction, providing guidance, assistance and follow-up to customer inquiries. This position provides project manager or advanced project leader services and will coordinate concurrent IT projects encompassed by the customers business plan. This position is responsible for the planning, development and implementation of highly complex, integrated IT services across multiple business areas.
This position is directly responsible for providing direction to staff of IT analysts and administrators in performing those duties, and coordinating the work of task forces and committees, composed of IT and customer personnel, involved in the development and implementation of IT systems. This position also participates in joint ventures with multi-jurisdiction agencies for research, design and implementation of common/shared systems. Performance of these duties involves a large number of highly complex business and technology variables and the integration/revision of major systems.
Additional duties may include:
Lead IT Service Management projects
Lead daily activities of the Service Desk to diagnose and resolve client problems
Provides communication between the management, customer and team as required, to provide strong team representation and to ensure customer expectations are being met
Take escalated issues and resolve or refer to specialized expert as needed
Implement a Continuous Improvement Program with defined performance goals and metrics, and monthly reviews
Monitor queue and tickets to ensure analysts are available to take calls and tickets are being worked in a timely manner
Set expectations for completing tasks
Implement Service Desk Standard Operating Procedures
Verify team members are reviewing the important information in the Service Desk knowledge base
Promptly take calls when call volumes are high
Encourage collaboration among all Service Desk teams and other IT groups
Provide continuous training for Service Desk staff to include focus training as needed
Recognize and help develop areas of improvement for the Service Desk
Develop new procedures to better measure relevant customer satisfaction
Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check with may include FBI fingerprinting.
WisDOT does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.
A minimally qualified applicant will have training and/or experience in all of the areas listed below:
Experience with service management tools (i.e Cherwell , Zendesk, Service Desk, Service Wise etc.)
Training and/or experience leading IT projects or programs
Experience with incident management
State Of Wisconsin