Itsm Technology Lead

**Purpose of the job**:
**Responsibilities**:
ITSM Tool Implementation and Administration:

- Lead the implementation, customization, and administration of ITSM tools for clients.
- Configure workflows, forms, and integrations to support ITSM processes (e.g., Incident Management, Change Management, Problem Management).
- Maintain and optimize ITSM platforms to enhance service delivery and user experience.

**Technical Solution Design**:

- Collaborate with stakeholders to understand business requirements and translate them into technical solutions within the ITSM framework.
- Design and architect ITSM solutions that align with industry best practices and standards (e.g., ITIL).

**ITSM Strategy and Planning**:

- Develop and implement ITSM strategies, policies, and procedures aligned with business objectives.
- Define service management goals and metrics to measure the effectiveness of IT services.
- Drive continuous improvement initiatives to enhance service quality and efficiency.

**Process Automation and Improvement**:

- Identify opportunities for process automation and orchestration within ITSM workflows.
- Develop scripts, workflows, and automation routines to streamline IT service processes and improve efficiency.
- Continuously evaluate and enhance ITSM processes based on feedback and performance metrics.

**Process Design and Implementation**:

- Design, implement, and optimize IT service management processes based on ITIL framework (e.g., Incident Management, Problem Management, Change Management, Service Request Management).
- Establish governance and control mechanisms for IT service processes.
- Ensure compliance with regulatory requirements and industry standards.

**Technical Support and Troubleshooting**:

- Provide technical support and guidance to ITSM teams and end-users.
- Troubleshoot complex technical issues related to ITSM tools and integrations.
- Collaborate with vendors and support teams to resolve escalated technical issues.

**Integration Management**:

- Implement integrations between ITSM tools and other IT systems (e.g., monitoring tools, asset management systems, CMDB).
- Ensure data consistency and integrity across integrated platforms.

**Service Desk Management**:

- Oversee the operations of the IT Service Desk, including incident triage, resolution, and escalation processes.
- Monitor service desk performance metrics (e.g., response time, resolution time) and implement improvements as needed.

**Service Transition and Change Management**:

- Lead the change management process to minimize service disruptions caused by changes to IT infrastructure or services.
- Coordinate the release and deployment of new services and updates.

**Service Reporting and Analysis**:

- Develop and maintain service reporting mechanisms (e.g., dashboards, KPIs) to track IT service performance.
- Conduct root cause analysis for major incidents and problems, and implement preventive measures.

**Stakeholder Management**:

- Collaborate with key stakeholders (internal teams, business units, vendors) to understand service requirements and expectations.
- Build strong relationships with business partners to ensure IT services meet business needs.

**Team Leadership and Development**:

- Manage and mentor a team of ITSM professionals.
- Provide training and development opportunities to enhance team capabilities.

**Qualifications**:

- Degree in Informatics, Computer Science or similar
- 6+ years’ experience in IT Service Management and leading an IT Helpdesk team

**Behavioral Competencies**:

- Continuous learning mindset
- Consistently delivers high quality work
- Ability to meet deadlines (reliable and dependable)
- Displays initiative and takes accountability for delivery of own work
- Exceptional communication skills, both written and verbal
- Effective interpersonal and relationship building skills
- Strong client delivery focus
- Sound mentorship and coaching ability with desire to develop self and others