Create staffing plans, shift schedules, and cross-site support models to ensure full coverage.
Use ServiceNow dashboards, analytics, and reporting to track trends, performance, and operational health.
Conduct ticket quality reviews, SLA compliance checks, and service performance audits.
Drive continuous improvement by leveraging ServiceNow data to identify gaps, bottlenecks, and automation opportunities.
Unified Communications (UC) & VTC Management
Oversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.
Manage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.
Partner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.
Ensure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in ServiceNow.
Client Engagement & Escalation Management
Act as the senior escalation point for service delivery, help desk, UC, and VTC issues.
Build strong, transparent relationships with customers and stakeholders through consistent communication.
Lead service reviews, incident post-mortems, and client feedback sessions using ServiceNow reports and metrics.
Operational Governance & Continuous Improvement
Foster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.
Maintain knowledge articles, SOPs, runbooks, procedures, and training materials within ServiceNow Knowledge Management.
Identify automation opportunities through ServiceNow (workflows, AI routing, virtual agents, request catalog improvements).
Support vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.
Provide regular service delivery dashboards, metrics, and executive reports created through ServiceNow.
Required Qualifications
Bachelor’s degree in IT, Business, Communications, or equivalent experience.
5–7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
