IT Service Desk Controller in Boston, MA at Signature Consultants

Date Posted: 7/22/2020

Job Snapshot

  • Location:
    Boston, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/22/2020
  • Job ID:
    314692

Job Description

Service Desk Coordinator:

Signature Consultants has an opportunity for a Service Desk Coordinator. The candidate will maximize the utilization of our internal and outsourced IT support service teams. This individual will manage key team initiatives as well as assist in directing IT troubleshooting and incident business day support to resolve potential problems quickly in an established manner.

Qualifications:

  • Service desk management experience
  • Experience working with third parties/outsourced service desks
  • Experience reporting on and monitoring SLOs for Service Desks
  • ServiceNow

Responsibilities:

  • Manage the Service Desk que. The current environment is 6-7 people on the service desk, as well as 2-3 outsourced partners (Ally, Infosys)
  • Assess the que and redistribute the workload as needed (i.e. all printer issues may go to one specific person, all password resets may go to one of the outsourced vendors- some of this will be automated)
  • Work closely with the third parties to make sure the vendors are demonstrating their value
  • Pull reports on the SLO's and alert team leads/managers of any concerns

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.