Major Incident Management
Diverse Linx
Cincinnati, OH
JOB DETAILS
LOCATION
Cincinnati, OH
POSTED
30+ days ago
Location: Cincinnati, OH
Type: Fulltime
Job Description
Service Desk Management:
Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development
Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability
Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution.
Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs
Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience.
Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions.
Reporting: Daily, Weekly and Monthly reporting of operational metrics
Major Incident Management:
Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes
Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution.
Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution.
Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines.
Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix.
Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information.
5+ years of experience in Service Desk management or IT MIM support.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
About the Company
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