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 governance activities. 
• Create and maintain process documentation, standard operating procedures, and knowledge base content. \
• Develop and publish dashboards and reports on ticket trends, service levels, and operational performance. 
• Track and communicate SLA attainment and key service metrics to support teams and leadership. 
• Serve as the Major Incident Commander for Priority 1 incidents, coordinating response and restoration efforts. 
• Provide timely and accurate updates to leadership and stakeholders via email, chat, and other communication channels. 
• Mentor and provide operational guidance to Service Desk Analysts to ensure consistent service delivery and adherence to established processes. 

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience. 

• Proven experience administering an IT Service Management (ITSM) platform and supporting service desk operations. 

• Demonstrated ability to design and maintain workflows, automations, orchestration, and service catalog processes. 

• Strong working knowledge of ITIL practices, particularly Incident, Service Request, Problem, Change, and Knowledge Management. 

• Experience establishing and governing Change Advisory Board (CAB) processes and preparing Post-Incident Review (PIR) reports. 

• Proficiency in SLA management, service reporting, and dashboard creation using tools such as Microsoft Excel and Power BI. 

• Ability to act as a Major Incident Coordinator during critical incidents, working effectively with technical teams and stakeholders. 

• Excellent analytical, communication, documentation, and continuous improvement skills. 

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits ​
• 2-week paid Christmas vacation​
• Electricity & Data subsidies​
• 25K Educational Assistance ​
• Training and equipment will be provided​
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM​