Service Desk Team Lead/ServiceNow Administrator Loc: Lake Forest, CA
100,000 - 200,000
Job Description:
Job Duties:
Lead the Service Desk team in recording and where possible, resolving customer queries using various diagnostic tools and interpersonal skills.Design and deploy ServiceNow applications to help automate and solve business support requests.Help to design custom support solutions for internal IT Support Teams.
Will maintain and administer the ServiceNow ITSM tool.
Assisting with establishing best practices and monitoring team performance in recording, and where possible, fulfilling service requests.
Own and progress incidents and requests with other Technology teams, on the customers behalf.
Manage high impact incidents affecting the technology systems and environments, and act as Major Incident Manager for Major Incidents.
Provide the highest levels of customer support and satisfaction in-line with the companies policy and procedures.Lead the team in measuring team performance through the implementation and monitoring of key customer satisfaction surveys and metrics.
Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels.
Ensuring all calls are logged accurately and categorized correctly with all relevant information being recorded.
Review and ensure all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to customers and the business within the agreed service level targets.
Ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all times.
To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard.
To maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experience.
Ensure the ServiceNow tool is properly administered and its design, content and functionality meets customer and IT needs.To strive to attain the highest possible first time service resolution rate for customers.
To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary.
To maintain an up-to-date level of knowledge with regards technology, in particular security policies and company standards.Work as part of a 7x24 operation, providing on-call support and onsite support overnight as required.
Must be willing to work unsociable hours on occasion and be prepared to travel between locations as needed.
Deep experience and understanding of the ServiceNow ITSM tool.
Strong understanding of JavaScript, CSS, and HTMLExperience leading and guiding teams in IT Service delivery.
A firm understanding of key processes, tools, metrics and processes to drive Service Desk team excellence.
Experience managing and delivering IT projects; collaborating with functional teams and customers; gathering business and IT requirements and driving projects to successful completion.
An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.Formal education preferably.
Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information.
Desirable to hold Certified ServiceNow System AdministratorDesirable to hold Certified ServiceNow Application DeveloperDesirable to hold ITIL qualification V3 or 2011 Foundation level.
Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.Desirable to have experience of working with Active Directory, SAP, MS Office, Windows and Mac environments, and have a good understanding of networks.
Experience in a Service Desk or Call Centre environment.4+ years experience in a Service Desk / Help Desk environment is desirable.
Strong Team Player and team lead with excellent communication skills, excellent organizational skills, self-motivated / drive, Flexible.
Good interpersonal skills for written, oral and face to face communications, both within Technology and the business.
Experience / Requirements:
Deep experience and understanding of the ServiceNow ITSM tool.
Strong understanding of JavaScript, CSS, and HTMLExperience leading and guiding teams in IT Service delivery.
A firm understanding of key processes, tools, metrics and processes to drive Service Desk team excellence.
Experience managing and delivering IT projects; collaborating with functional teams and customers; gathering business and IT requirements and driving projects to successful completion.
An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.Formal education preferably.
Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information.
Desirable to hold Certified ServiceNow System AdministratorDesirable to hold Certified ServiceNow Application DeveloperDesirable to hold ITIL qualification V3 or 2011 Foundation level.
Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.
Desirable to have experience of working with Active Directory, SAP, MS Office, Windows and Mac environments, and have a good understanding of networks.
Experience in a Service Desk or Call Centre environment.4+ years experience in a Service Desk / Help Desk environment is desirable.
Strong Team Player and team lead with excellent communication skills, excellent organizational skills, self-motivated / drive, Flexible.
Good interpersonal skills for written, oral and face to face communications, both within Technology and the business.
