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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in IT Service Management, particularly in leading Service Desk transformations and developing SLA frameworks. Proficient in conducting current state assessments, gap analysis, and designing future-state operating models aligned with ITIL/ITSM best practices.
Highest-signal resume keywords
ITIL/ITSM Frameworks ExpertiseService Desk Transformation DesignSLA/OLA Framework DevelopmentCurrent State Assessment ExperienceFacilitation and Workshop Delivery Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
IT Service ManagementService Desk OperationsCurrent State AssessmentGap AnalysisSLA DevelopmentOLAs DevelopmentProcess MappingKPI DefinitionShift-Left StrategiesTraining Curriculum Design
Soft Skills
Strong Facilitation SkillsWorkshop Delivery Skills
Certifications & Qualifications
ITIL v4 ExpertITIL MasterHDI Support Center Manager CertificationCOBIT CertificationISO 20000 Certification
Industry Keywords
Federal Regulatory EnvironmentsFinancial Services SectorMSP Operating Model DesignITIL Best PracticesGartner Benchmarks
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead the current state assessment of Customer Service Desk operations, including direct observation across shifts and workflow documentation from ticket creation through resolution
- Plan and conduct stakeholder interviews with Service Desk agents and supervisors, IT support teams, end users, and IT leadership
- Synthesize findings into a current state assessment report and detailed process maps
- Benchmark current operations against ITIL/ITSM best practices and HDI and Gartner benchmarks
- Assess maturity using industry frameworks
- Identify capability gaps and develop a prioritized remediation roadmap
- Define service catalog scope and categorize incident and request types by L1/L2/L3 support tier
- Develop SLA frameworks with P1–P4 priority definitions, response and resolution targets, calculation methodology, and OLAs
- Define success metrics and KPIs, including L1 resolution rate, response and resolution times, user satisfaction, and SLA compliance
- Design the future-state Service Desk operating model, escalation decision trees, routing logic, organizational recommendations, and quality management framework
- Analyze escalation patterns, identify shift-left opportunities, refine the service catalog, and design L1/L2 training curriculum
- Contribute ITSM expertise to MSP market research and vendor-neutral MSP technical requirements
- Facilitate stakeholder workshops and direct non-key personnel assigned to assessment and design activities
Requirements
What you’ll need- Ten (10) years of IT Service Management experience
- Five (5) years designing and implementing Service Desk transformations
- Expert knowledge of ITIL/ITSM frameworks and best practices
- Experience developing SLA/OLA frameworks
- Experience with MSP operating model design
- Experience with current state assessments and gap analysis
- Strong facilitation and workshop delivery skills
- ITIL v4 Expert or ITIL Master certification
- U.S. citizenship required
- Public Trust clearance/screening requirement
- HDI Support Center Manager or Director certification (preferred, but not required)
- Certification in additional ITSM frameworks (COBIT, ISO 20000) (preferred, but not required)
- Experience in Federal regulatory environments (preferred, but not required)
- Prior experience with the financial services sector (preferred, but not required)
- Experience with shift-left strategies and L1/L2 capability building (preferred, but not required)
Benefits
Comp & perks- 401K Retirement Plan
- Medical Plan options with significant financial investments from PBG
- Prescription benefit plan
- Dental and Vision coverage
- Employee Assistance Program
- Short term / Long-term disability
- Supplemental group life and AD&D options
- Yearly Bonuses
- Generous Paid Time Off / Paid Holidays
- Career/Professional Development Program
- Spot Bonus Program