Job Description:
Use this Service Desk Manager Job Description template to help the enterprise's hiring and job-definition processes. Editable sections include:
Complete sections indicated by […]s with specifics that pertain to the role and that best fit the enterprise's needs.
Service Desk Technician I
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.Service Desk Technician II
The Level II Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs.Continual Service Improvement Manager
This role represents a source of accountability for the continual improvement program. The CSI Manager will be the champion for all Continual Service Improvement initiatives. The Improvement Manager is responsible for the creation and maintenance of a continual service improvement program responsible for maintaining and improving ongoing quality in IT services. The candidate will be held accountable for the outcome of ongoing improvement activities.Project Manager
The role of the Project Manager is to plan, execute, and finalize projects according to strict deadlines and within budget.AI Solution Summary: ServiceNow IT Service Management
The transformative power of AI has created expectations for organizations to implement AI-powered solutions throughout various business processes, including ITSM. This report highlights the AI-functionality currently present within ServiceNow IT Service Management to assist with expediting the selection and implementation of an AI-powered ITSM solution.