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IDR, Inc. · 19 hours ago

IT Service Management Lead

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

IDR, Inc. is seeking an IT Service Management Lead to join one of their top clients for a remote opportunity. This role focuses on delivering exceptional IT services within a healthcare environment by leading ITSM frameworks and collaborating with managed service providers.

Information TechnologyRoboticsSoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

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

Qualification

IT Service ManagementITIL best practicesService desk softwareManaged Service ProviderLeadership experienceHealthcare experience

Required

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

Preferred

Experience working for a healthcare provider is desired but not required

Benefits

Full Benefits; Medical, Vision, Dental, and more!

Employee Stock Ownership Program

Medical, Dental, Vision, and Life Insurance

Company

IDR, Inc.

Glassdoor4.4

IDR, Inc.

Founded in 1998

Alpharetta, Georgia, USA

501-1000 employees

http://idr-inc.com

H1B Sponsorship

IDR, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (7)