IT Service Management Lead
Job ID: 485173 Posted 14 hours ago
White Plains, New York
Direct Hire
Systems Engineering
Job Details
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IDR is seeking a IT Service Management Lead to join one of our top clients for a remote opportunity. This role is ideal for candidates with extensive experience in IT service management and helpdesk operations, focusing on delivering exceptional IT services within a healthcare environment. The position offers the chance to lead ITSM frameworks and collaborate with managed service providers to optimize service delivery across the organization.
Position Overview for the IT Service Management Lead:
- 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.
Requirements for the IT Service Management Lead:
- 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.
- Experience working for a healthcare provider is desired but not required.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
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Why Us?
IDR has been in business for over 25 years and offers access to hundreds of companies across the country to work for. For many of the contractors that work for us, there are some unique benefits to being a part of the IDR team. One specific benefit is that we believe our contractors are part of something bigger than yourself. We are an employee-owned company and in an ESOP (Employee Stock Ownership Plan), as the share price of our company grows, so does your equity in our company. Our contractors, as well as our internal employees, can participate in this plan after one year of service. In addition to joining our ESOP program, you will also receive weekly pay, 401k access, and access to three different benefit plans that cover 50% of the individual premiums along with access to unlimited behavioral health sessions with a licensed counselor.
About Us
IDR, Inc. is an award-winning, employee-owned staffing firm with headquarters in Alpharetta, GA and offices in the Nashville, Dallas, and Denver markets. Founded in 1998, IDR has grown to serve businesses and professionals across industries including IT, healthcare, accounting and finance, government services, and professional services. Recognized for our expertise and the high-touch approach of our Engagement Management Program, IDR continues to build rewarding partnerships with companies and consultants. Our best-in-class service has earned IDR ClearlyRated’s Best of Staffing Client and Talent awards for ten consecutive years, in addition to awards from Staffing Industry Analysts and Best and Brightest Companies to Work For. With our commitment to empowering talent and developing leaders, we’re passionate about what we do and how we do it, and we look forward to working with you.