ServiceNow Service Desk Lead/Architect
Posted 6 days ago by 1750933891
Negotiable
Outside
Remote
USA
Summary: The ServiceNow Service Desk Lead/Architect role involves leading the transformation and management of the ServiceNow-based IT Service Desk. The position focuses on redesigning processes, enhancing user experience, and ensuring operational excellence while collaborating with senior leadership. The ideal candidate will have a proven track record in Service Desk operations and strong analytical skills. This is a strategic leadership role aimed at implementing lasting improvements in IT support services.
Key Responsibilities:
- Redesign the Service Desk structure, processes, and procedures to align with best practices and business needs.
- Lead day-to-day operations, ensuring consistent monitoring, tracking, and performance measurement.
- Drive improvements in the end-user experience, increasing trust and satisfaction with IT support services.
- Serve as a hands-on, analytical leader who can assess and improve every aspect of the Service Desk.
- Collaborate closely with senior IT and business leadership to implement lasting improvements.
Key Skills:
- Proven track record in managing and transforming Service Desk operations, particularly within a ServiceNow environment.
- Strong analytical and decision-making skills, with the ability to lead change and build credibility quickly.
- Effective communicator and collaborator with executive presence and a focus on delivering measurable results.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Title: ServiceNow Service Desk Lead/Architect
Location: Remote
We are seeking an experienced and strategic leader to revamp and manage our ServiceNow-based IT Service Desk through the end of the year. This role will be instrumental in redefining and rebuilding the Service Desk function to better serve our organization.
Key Objectives:
- Reimagine and Rebuild: Redesign the Service Desk structure, processes, and procedures to align with best practices and business needs.
- Operational Excellence: Lead day-to-day operations, ensuring consistent monitoring, tracking, and performance measurement.
- User Experience Focus: Drive improvements in the end-user experience, increasing trust and satisfaction with IT support services.
- Strategic Leadership: Serve as a hands-on, analytical leader who can assess and improve every aspect of the Service Desk. Collaborate closely with senior IT and business leadership to implement lasting improvements.
Ideal Candidate Profile:
- Proven track record in managing and transforming Service Desk operations, particularly within a ServiceNow environment.
- Strong analytical and decision-making skills, with the ability to lead change and build credibility quickly.
- Effective communicator and collaborator with executive presence and a focus on delivering measurable results.