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Service Desk Manager - Huntsville, AL

EII is seeking a Service Desk Manager to support a customer project using ServiceNOW in Huntsville, Alabama.

To submit an employment application, please complete this online application form.

Enterprise Integration, Inc. (EII) is an international consulting company. Our primary focus is helping organizations plan and implement complex enterprise solutions using commercial software solutions. Our strengths include Enterprise Solution Design, Data Management, Process and Data Integration, Service-oriented Composite Applications, and the managing and monitoring of implementation projects relative to enterprise solution architectures.  At EII, we focus on technology landscapes that include large-scale enterprise software products.

EII is seeking a Service Desk Manager to support a customer project using ServiceNOW in Huntsville, Alabama.

Job Summary:

The Service Desk Manager

  • Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of IBM technical cloud computing products and programs
  • Performs work flow management for service requests and follow up with internal workstreams to ensure prompt action for the customers
  • Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites
  • Provides expertise for the management of resolution of technical problems, troubleshoots products, and modifies products to customer requirements
  • Provides expert and second tier technical support for the installation and repair of complex systems and outages.


Work Requirements:

  • Establish and implement a fully functional multi-tiered Service Desk
  • Configure and automate ServiceNOW ticketing system to handle multiple, various processes
  • Develop and implement an escalation and notification process for incidents handled thru the Service Desk
  • Provide documentation and training to internal personnel for any changes and/or additions to ticketing system
  • Provide recommendations on improving and/or expanding the current ticketing and call-tracking systems to meet evolving business needs


Skill Requirements:

  • Excellent communications skills
  • Good understanding of cloud computing environments
  • ITIL background, task flow background and understanding
  • Certified Project Management Professional (PMP) preferred
  • 5+ years’ experience in Service Desk operations – ServiceNOW or Remedy
  • 1+ IT Cloud Computing environment providing 24x7x365 customer support
  • 3+ years in management and leadership of large helpdesk environments
  • 1+ years in ServiceNOW or Remedy management and administration

 
Education Requirements

  • Bachelor’s Degree in Computer Science or related field or at least 10 years of relatable experience


Security/Certification Requirements:

  • DoD Secret Clearance
  • Active SEC+-CE or higher DoD 8570.01-M compliant IAM certification

 

Qualified candidates should apply online at www.eiisolutions.net or call 256-270-0558 x776 for assistance. 

Enterprise Integration, Inc. is an Equal Opportunity Employer and an active participant in the Employment Eligibility Verification Program (E-Verify).

To submit an employment application, please complete this online application form.