Latitude, Inc.
IT Service Manager
Cecil County, MD - Full Time
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.
