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    IT Service Manager - Baltimore, United States - latitude

    latitude
    latitude Baltimore, United States

    2 weeks ago

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    Description
    Job Description

    Job Description

    We are currently seeking a dedicated and experienced IT Service Management (ITSM) Specialist to join our dynamic IT team.

    As an ITSM Specialist, you will play a crucial role in ensuring the efficient and effective delivery of IT services to our organization.

    If you have a strong background in IT service management, excellent problem-solving skills, and a passion for providing exceptional customer service, we encourage you to apply.


    Responsibilities:
    Design, implement, and maintain IT service management processes and procedures based on ITIL best practices.
    Ensure the availability, reliability, and performance of IT services through effective incident, problem, change, and configuration management.
    Collaborate with cross-functional teams to define service level agreements (SLAs) and key performance indicators (KPIs) for IT services.
    Monitor and track IT service performance against SLAs, identifying areas for improvement and implementing corrective actions.
    Provide technical support and guidance to end-users, resolving complex IT issues and escalating as necessary.
    Develop and maintain documentation, including service catalogs, knowledge articles, and standard operating procedures (SOPs).
    Conduct regular IT service reviews with stakeholders to gather feedback and identify opportunities for service enhancements.
    Collaborate with IT teams to ensure smooth service transitions, including testing, deployment, and knowledge transfer.
    Stay updated with the latest industry trends, technologies, and frameworks relevant to IT service management.
    Contribute to the continuous improvement of IT service management processes and tools.
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