MSM Technology · 4 hours ago
Service Management Lead
Seattle,WA,US
Full-time
Onsite
Lead/Staff
10+ years expMSM Technology is seeking a Service Management Lead to oversee the performance of the IT support service team and ensure all contractual requirements are met with high customer satisfaction. The role involves managing service processes, providing guidance for implementation, and collaborating with various stakeholders to ensure seamless service execution.
Information TechnologyIT InfrastructureProject ManagementTelecommunications
Responsibilities
Responsible for overall performance and ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs with high customer satisfaction
Serves as the primary liaison to the customer
Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed
Leads continual improvement of processes and manages the lifecycle of services
Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools
Oversees knowledge management, training and education programs
Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard
Assigns a named technical representative for each service processes
Collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service area
Supervises the day-to-day operations of the help desk
Provides support to end users on a variety of IT issues
Identifies, researches, and resolves complex technical problems
Creates and manages escalation procedures and ensures service levels are maintained
Documents, tracks, and monitors problems to ensure resolution in a timely manner
Other duties as assigned
Qualification
Required
10+ years of relevant lead or manager experience, including working closely with end users and managing teams
Bachelor's degree in a relevant field or equivalent experience
ITIL v3 Expert or ITIL v4 Managing Professional certification
Preferred
PMP or similar cert preferred
Company
MSM Technology
MSM Technology is an IT company that offers information technology, telecommunication, and project management services and solutions.
51-200 employees
H1B Sponsorship
MSM Technology 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
2025 (1)
Funding
Current Stage
Growth StageLeadership Team
Manisha Morris
President
Company data provided by crunchbase