Service Desk Administrator

Overview of the Role

The Service Desk (ITSM) Administrator is responsible for the administration, development, and continual improvement of the organization’s IT Service Management platform and processes. This role leads the design and implementation of ITIL-aligned practices, including Incident, Service Request, Problem, Change, and Knowledge Management, while evaluating and recommending new ITSM solutions to meet evolving operational needs. The position develops workflows, automation, and orchestration capabilities, provides operational reporting and dashboarding, and acts as the Major Incident Commander during Priority 1 incidents.

Responsibilities:

• Administer, configure, and enhance the ITSM platform to support business and operational requirements. 

• Evaluate, recommend, and lead the implementation of new ITSM tools and capabilities as needed.
• Establish and manage the Change Advisory Board (CAB) framework and related g...